Senior Retention Manager

TripleTen • Boston, MA

7h • Remote

About The Position

At TripleTen, we are dedicated to helping people from diverse backgrounds build sustainable careers in tech through digital re-skilling programs. Our program graduates have secured jobs at companies like Tesla, Spotify, PlayStation, Google, and Microsoft. Over 25,000 students have already chosen TripleTen to transform their careers. We’re hiring a Sales & Retention Manager to oversee a high-impact squad of Retention Managers who turn refund requests into renewed commitment. This is a hands-on management role for someone who knows how to close high-ticket sales, motivate a team, and hit KPIs fast. You’ll be at the frontline of saving clients — and revenue — while shaping the future of our retention strategy across our students.

Requirements

• +3 years of experience in B2C sales, retention, or client-facing roles, preferably with high-ticket services.
• Proven track record of closing deals, overcoming objections, and recovering high-risk clients.
• At least 2 years of experience managing teams up to 10 people — you know how to coach, track KPIs, and drive accountability.
• Fluent in English (C1+).
• Highly organized, operationally sharp, and motivated by results and speed.
• Strong communicator with emotional intelligence, resilience under pressure, and a love for growth.

Nice To Haves

• Experience in EdTech, bootcamps, or fast-growth startups.
• Familiar with tools like HubSpot, Zendesk, Aircall, Looker, or other CRM/reporting platforms.
• Background in client recovery, churn reduction, or high-volume case management.

Responsibilities

• Own team KPIs — monitor results daily, identify gaps, and implement action plans to hit targets
• Lead, coach, and develop the retention team through regular trainings, call reviews, and structured performance improvement
• Build and maintain scripts, playbooks, and objection-handling frameworks to continuously raise team standards
• Handle escalated and critical customer cases independently, making final decisions on complex retention scenarios
• Report on retention performance to leadership, analyze trends, and provide data-driven recommendations

Benefits

• A chance to build and lead a high-performing team from day one.
• Transparent KPIs, fast feedback loops, and full ownership of your domain.
• A supportive, mission-driven company helping thousands of people transform their careers.
• A culture built on speed, accountability, and impact — no bureaucracy, just results.
• Remote collaboration: Fully remote and full-time collaboration with professional freedom and minimal micromanagement.
• Dynamic Team: Join a diverse, global team with experience across tech, ed-tech, and various industries.
• Modern Workspace: We use digital tools like Miro, Notion, and Google Workspace for seamless collaboration.
• Impact: Your efforts directly influence the success rates of students finding jobs post-graduation.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees