Role Overview
We are looking for a detail-oriented and proactive
Retention – Finance Operations
professional to manage and drive learner/customer retention through strong financial operations, payment management, and issue resolution. This role plays a critical part in minimizing churn, ensuring payment continuity, and creating a seamless financial experience for customers. The ideal candidate will have hands-on experience with subscription billing and payment platforms (e.g., Stripe, Razorpay, PayU, PayPal, Chargebee/Zuora), familiarity with PSP integrations and dunning workflows, and the ability to use analytics (SQL, Excel, Looker/Tableau/Power BI) to identify churn drivers and retention opportunities. Knowledge of PCI-DSS considerations, EMI processing, and basic reconciliation/ERP tools (QuickBooks, Xero, Tally) is a plus.
Key Responsibilities
- Own end-to-end retention-related financial operations, including payment follow-ups, resolution of payment issues, and account reconciliation
- Proactively engage with customers facing payment challenges to ensure timely resolution and continued association
- Work closely with sales, support, and operations teams to reduce drop-offs due to financial or process-related issues
- Track and analyze payment trends, drop-offs, and churn reasons, and share insights for improvement
- Manage communication related to EMI failures, refunds, refunds processing, and payment escalations
- Ensure accurate documentation and compliance with internal finance processes
- Maintain clear records and MIS reports on collections, recoveries, and retention metrics
- Act as a bridge between customers and internal stakeholders to ensure smooth resolution and high satisfaction
Key Skills & Competencies
- Payment platform experience: Stripe, Razorpay, PayU, PayPal, Google Pay; subscription billing tools such as Chargebee, Zuora, Recurly
- Collections & dunning management: experience designing retry logic, automated dunning, EMI failure handling and reconciliation workflows
- CRM & support tools: Salesforce, Zendesk, Freshdesk, Intercom; experience using these for payment follow-ups and case management
- Analytics & reporting: Advanced Excel, Google Sheets, SQL, Looker/BigQuery, Tableau or Power BI for churn analysis, MRR/ARR tracking, LTV and ARPU calculations
- Reconciliation & accounting tools: QuickBooks, Xero, Tally or internal ERP reconciliation experience
- Customer engagement & communication: strong negotiation and empathetic conversation skills across phone, email, SMS and WhatsApp; experience reducing churn through targeted outreach
- Familiarity with regulatory and security considerations (PCI-DSS), basic scripting/automation (Python, Zapier) and fraud prevention tools (Sift, Riskified) is advantageous
- Metrics-driven mindset: comfortable setting and tracking KPIs such as churn rate, payment success rate, recovery rate, NPS, and retention cohorts
Preferred Qualifications
- Experience in edtech, fintech, subscription businesses, or service-based organizations with demonstrable impact on retention or collections
- Prior experience in collections, retention, finance ops, or customer success, ideally using tools like Chargebee/Zuora, Stripe, Razorpay, and CRM platforms (Salesforce, Zendesk)
- Hands-on familiarity with analytics and BI tools (SQL, Excel, Looker, Tableau/Power BI, BigQuery) and reconciliation or accounting tools (QuickBooks, Xero)
What Success Looks Like
- Reduced churn and payment drop-offs
- Improved customer satisfaction and trust
- Timely and accurate financial closures
- Strong collaboration across teams
Skills: skills,communication,account reconciliation,finance,refunds,financial operations,operations,customer,basic,teams
