Retention Coordinator

TL;DR

Retention Coordinator (Customer Retention): Lead a global retention squad to prevent churn, recover lost partners, and maintain a healthy, growing active partner base with an accent on churn prevention cases, win-back actions, and value proposition re-education. Focus on hands-on queue execution plus squad leadership to ensure consistent performance across international stakeholders.

Location: São Paulo, Brazil (Hybrid)

Company

hirify.global is a workplace wellness platform connecting employees worldwide to fitness, mindfulness, therapy, nutrition, and sleep partners.

What you will do

• Lead a global retention squad: run weekly rituals, bi-weekly 1:1s, performance reporting, follow-ups, and escalations in English.
• Handle churn prevention cases by engaging partners requesting cancellation or showing inactivity, diagnosing root causes, and applying the right retention lever.
• Drive win-back (re-enablement) actions by selecting the right timing, offer, and approach to reactivate churned or paused accounts.
• Support expansion by onboarding and integrating new physical or digital sites into existing partner contracts.
• Re-educate disengaged partners on the platform’s value proposition through structured, value-led conversations.
• Manage secondary overflow by taking on renegotiation when the retention backlog is cleared.

Requirements

• English: Advanced to fluent English is non-negotiable for daily writing, presenting, escalating, and running team calls.
• Experience leading or coordinating teams in a global/cross-cultural structure, including running consistent team rituals and developing team members.
• Retention or success experience: partner retention, customer success, or account management with strong judgment for nudge vs full recovery conversations.
• Direct, empathetic communication for hard cancellation conversations with the ability to renew contracts.
• Commercial thinking to understand churn impact and frame value in partner-relevant terms.
• Comfort using Salesforce and Jira (or equivalent) to track work and ensure consistent team coverage.

Culture & Benefits

• Flexible First model with hybrid and remote options; the specific model for this role can be discussed with the recruiter and hiring manager.
• Wellbeing-focused benefits: free Gold+ membership and Wellz emotional wellbeing program (including therapy sessions).
• Healthcare coverage: health, dental, and life insurance.
• Paid time off: vacations after 6 months plus additional days off per year, including a birthday holiday.
• 100% paid parental leave with an extended leave and ramp-back period for parents giving birth.
• Career growth through learning platforms, interactive sessions, and internal opportunity exploration.

Hiring process

• Discuss the role’s flexible work model with the recruiter and hiring manager.
• Interviews focused on retention/success leadership, commercial judgment, and English communication for escalations and team calls.