Retention Lead (Partner Experience)

TL;DR

Retention Lead (Partner Experience): Leading a global squad focused on preventing churn, recovering lost partners, and driving expansion within the partner ecosystem with an accent on commercial judgment and team leadership. Focus on executing complex retention strategies, managing team performance, and re-educating partners on platform value to ensure long-term growth.

Location: Must be based in or able to work from São Paulo (Hybrid)

Company

hirify.global is a global workplace wellness platform connecting employees to fitness, mindfulness, and nutrition partners through a unified subscription model.

What you will do

• Lead a global retention squad by owning weekly rituals, performance reporting, and structural escalations.
• Manage churn prevention cases by engaging directly with partners to identify root causes and apply effective retention levers.
• Execute win-back strategies to reactivate churned or paused accounts through targeted offers and value-led conversations.
• Support the expansion of physical and digital sites into existing contracts to ensure long-term success.
• Reinforce the platform's value proposition to disengaged partners to turn uncertainty into renewed commitment.
• Balance direct execution of retention tasks with team leadership responsibilities to ensure consistent coverage and quality.

Requirements

• Advanced to fluent English is mandatory for daily communication, reporting, and team alignment.
• Proven experience in retention, customer success, or account management leadership.
• Demonstrated ability to lead or coordinate teams within a global or cross-cultural structure.
• Strong commercial mindset with the ability to frame value and manage the financial impact of churn.
• Proficiency in using CRM systems like Salesforce and project management tools like Jira.
• Must be based in São Paulo with the ability to work in a hybrid model.

Culture & Benefits

• Flexible work model offering hybrid and remote options to suit individual needs.
• Free Gold+ hirify.global membership for employees and up to three family members.
• Comprehensive emotional wellbeing program including 52 individual therapy sessions per year.
• Health, dental, and life insurance coverage.
• Flexible schedule and generous paid time off, including tenure-based vacation increases and birthday leave.
• 100% paid parental leave with a ramp-back period for new parents.