Retention, Onboarding & Outside Sales Lead

Location: Remote across Europe and EMEA

Company

hirify.global provides premium online learning and personal growth programs for an international customer base.

What you will do

• Own the end-to-end retention process, retention rate, retained-value targets, save offers, refund journeys, and win-back activities for premium programs.
• Personally handle high-value and complex retention conversations while setting scripts, service standards, and coaching practices.
• Define and measure onboarding outcomes, build early-warning signals, and reduce the gap between sales promises and delivered experiences.
• Manage external sales and appointment-setting agencies, including sourcing, benchmarking, contracting, commission negotiation, performance management, and sales reconciliation.
• Maintain retention, refund, onboarding, and outside-sales datasets; design experiments; and present analysis and recommendations to leadership monthly.
• Work with Product, Tech, Marketing, Community, and CX to resolve root causes behind recurring complaints and maintain scripts, taxonomies, and transcript documentation.

Requirements

• 5+ years of experience in retention, customer success, or customer-facing sales, including at least two years owning a commercial outcome.
• Demonstrated results improving retention, churn, or conversion metrics.
• Experience managing agencies, contractors, or vendors against defined performance standards.
• Experience designing and running structured tests, interpreting results, and applying evidence-based improvements.
• Strong understanding of churn drivers, save offers, win-back mechanics, lifetime value, conversion, funnel optimisation, objection handling, and customer decision psychology.
• Confidence with Airtable, Google Sheets, CRM platforms, Zendesk, scheduling tools, and daily AI-assisted transcription, analysis, and reporting.

Nice to have

• Experience with online learning platforms, high-ticket programmes, and international customer bases.
• Strong personal interest in personal growth and development or familiarity with hirify.global content.

Culture & Benefits

• Remote work across Europe and EMEA.
• High ownership of measurable commercial outcomes and authority to improve processes, intake, routing, and tooling.
• AI-assisted working environment with automated transcription, case summarisation, and reporting.
• Cross-functional collaboration with Product, Tech, Marketing, Community, and CX.
• Inclusive equal-opportunity workplace.