Retention Specialist - USA

Marisa Peer

15d•Remote

About The Position

As our Retention Specialist, you will be the primary point of contact for students who are considering cancelling or who are facing significant obstacles. Your focus will be conducting cancellation-saving calls, offering compassionate support, and identifying solutions that help students stay enrolled. You will work closely with Sales, Welcome Call, and Finance teams to understand each student’s goals, identify early risk indicators, and provide personalised support. This role requires exceptional emotional intelligence, strong communication skills, and the ability to remain calm and solution-oriented during sensitive conversations.

Requirements

Experience in a retention, customer success, or crisis-management role.
Strong emotional intelligence with the ability to navigate difficult or sensitive conversations.
Excellent verbal communication and rapport-building skills.
Experience supporting individuals through personal or financial challenges.
Creative problem-solver able to balance student needs with business requirements.
Comfortable using CRM systems (HubSpot or GoHighLevel experience is a plus).
Ability to work collaboratively across teams.

Nice To Haves

Background in coaching, counselling, social work, wellbeing, or a related field.
Experience in online education, coaching, or training environments.
Familiarity with the Marisa Peer brand or RTT®.
Experience in a fast-paced, mission-driven organisation.

Responsibilities

Student Retention & Cancellation-Saving Calls
Conduct one-to-one calls with students who request cancellation or show signs of disengagement.
Listen carefully to understand the core challenge-financial pressure, personal circumstances, lack of progress, or uncertainty.
Provide empathetic guidance and explore suitable solutions such as extended support, adjusted plans, or temporary study breaks.
Reconnect students with their original goals and motivations.
Document call outcomes and agreed actions clearly in the CRM.
Early Intervention & Cross-Team Collaboration
Partner with Sales to understand each student’s background and original enrolment goals.
Work proactively with the Welcome Call Team to identify at-risk students in the early stages of their journey.
Provide feedback on common concerns, trends, or gaps in onboarding.
Reporting & Continuous Improvement
Track save rates, cancellation reasons, and effectiveness of retention strategies.
Identify patterns to help improve onboarding, communication, and support processes.
Work with leadership to refine and strengthen retention workflows.