Retention Supervisor

Achieve Test Prep
Anywhere
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 2-5 yearsEducation: bachelorsSkills: ["Communication","Organization","Interpersonal skills","Problem-solving","Coaching"]

Lead the Retention team to maintain customer engagement, reduce churn, and drive long-term revenue stability. Handle escalated and complex customer cases while coaching advisors on objection management. Track retention KPIs like save ratios, churn prevention, and case timeliness, and partner cross-functionally with Enrollment, Workforce, QC, BE, and AS to ensure a consistent customer experience. Drive process improvements and uphold team standards for communication and accountability.

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FursaFursa
Achieve Test Prep
Achieve Test Prep
8 months ago

Retention Supervisor

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Lead the Retention team to maintain customer engagement, reduce churn, and drive long-term revenue stability. Handle escalated and complex customer cases while coaching advisors on objection management. Track retention KPIs like save ratios, churn prevention, and case timeliness, and partner cross-functionally with Enrollment, Workforce, QC, BE, and AS to ensure a consistent customer experience. Drive process improvements and uphold team standards for communication and accountability.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and coach the Retention team to achieve weekly and monthly save goals.
  • •Manage escalated or complex customer cases with a policy-aligned approach.
  • •Monitor retention KPIs, including churn prevention, save ratios, and case timeliness.
  • •Partner with Enrollment, Workforce, QC, BE, and AS to ensure smooth handoffs and consistent customer experience.
  • •Identify process improvements and help influence broader retention strategy while maintaining communication and accountability standards across the team.

Pay and Benefits

Perks:CommissionsAnnual Bonus

Key Requirements

  • •Bachelor’s degree in Business/Accounting, or certification and equivalent experience.
  • •2–5 years of customer service, retention, or account management experience.
  • •Experience with KPI-driven performance management.
  • •Ability to manage multiple priorities in a fast-paced environment.
  • •Strong verbal and written communication, organization, interpersonal, and problem-solving skills.
Experience:2-5 years
Education:Bachelor's in Business/Accounting
Skills:CommunicationOrganizationInterpersonal skillsProblem-solvingCoaching

Company Brief

Achieve Test Prep
Provides college entrance exam preparation services, including personalized tutoring, group courses, and practice resources for the SAT, ACT, and subject tests to help students improve scores and college admissions prospects.
Industry: Education
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