Retention, Onboarding & Outside Sales Lead (EdTech)

Location: Remote from Costa Rica

Company

hirify.global operates premium online learning programs focused on personal growth and development.

What you will do

• Own the end-to-end retention process, including retention rates, retained-value targets, save offers, refund journeys, and win-back campaigns.
• Personally handle complex, high-value retention and escalated support cases through Zendesk and email.
• Define and measure the onboarding standard, build early-warning signals, and close gaps between sales promises and customer delivery.
• Manage external sales and appointment-setting agencies, including sourcing, contracting, negotiation, performance standards, and reconciliation of claimed sales.
• Own lead lists from failed payments, abandoned checkouts, and churned students, and report on their conversion.
• Maintain retention data, refund-reason taxonomies, scripts, documentation, and monthly leadership reporting.

Requirements

• Location: Remote work from Costa Rica.
• 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 performance standards.
• Experience designing and running structured tests, analyzing datasets, and acting on results.
• Experience with CRM platforms, Zendesk, scheduling tools, Airtable, and Google Sheets; comfortable using AI for transcription, case analysis, and reporting.

Nice to have

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

Culture & Benefits

• Ownership of measurable commercial outcomes and authority to improve the systems behind them.
• Customer-centric decision-making with empathy and sound judgment in sensitive cases.
• Cross-functional collaboration with Product, Tech, Community, Marketing, CX, and Finance.
• Daily AI-assisted work to reduce manual effort in transcription, case analysis, and reporting.
• Equal opportunity workplace committed to diversity and inclusion.