Retention Specialist

About the Role

Retention Specialist

Key Responsibilities

• Drive renewal conversations 3090 days before expiry.
• Make daily outbound calls and manage all interactions through

  HubSpot

  .
• Handle parent concerns, objections, and pause/cancellation requests.
• Resolve escalations and grievances with empathy and quick turnaround.
• Track learner engagement and coordinate with internal teams to resolve issues.
• Maintain accurate CRM data, follow-ups, and weekly reporting.
• Achieve monthly retention, save, and satisfaction targets.

Requirements

• 14 years of experience in Retention, Customer Success, or Inside Sales (Ed-tech preferred).
• Strong communication and objection-handling skills.
• Comfortable with daily calling and target-driven work.
• Experience with

  HubSpot CRM

  (or similar tools).
• Problem-solving attitude, patience, and ability to manage escalations.
• Ability to work full-time from our

  Delhi office

  .

Key KPIs

• Renewal Rate
• Pause Save %
• Churn Reduction
• Escalation Resolution
• Parent Satisfaction
• Daily Calling & CRM Compliance