Were looking for a
Head of Retention for LATAM
who will be responsible for student retention and for leading three core teams:
Onboarding Refunds and Success
. Your goal will be to build a scalable predictable retention system that increases student engagement and reduces churn.
You will work closely with the
Product team
to improve the student journey strengthen retention touchpoints and implement initiatives that drive measurable impact.
Were seeking a leader with
strong commercial experience
who can translate business goals into effective operational processes. The ideal candidate can evaluate performance through data make strategic decisions quickly and guide teams through both day-to-day operations and long-term improvements.
What you will do:
Own retention metrics and build strategy
Direct accountability for monthly churn cohort retention curves NRR and LTV
Build retention strategy based on cohort analysis and customer journey mapping
Identify drop-off points (currently 15% churn months ******% months 4-5) and design interventions
Build retention operations
Create retention playbooks: scripts objection handling intervention workflows
Establish processes from at-risk signals to actions (automated manual touchpoints)
A/B test retention tactics and systematically measure results
Lead the team
Manage onboarding lead retention lead and success team
Structure work with clear functional splits and coordination
Design KPI frameworks and compensation aligned with retention goals
Drive commercial prioritization
Segment students by LTV and design differentiated retention approaches
Calculate ROI before launching initiatives; allocate budget based on expected impact
Make trade-offs: when to fight for retention when to let go
Cross-functional collaboration
Influence Product roadmap with retention insights
Partner with Curriculum to improve learning experience
Sync with Marketing/Sales on student expectations
What we can offer you:
Competitive compensation.
Full-time remote contract with a flexible schedule.
Direct ownership of critical business metrics affecting revenue and student satisfaction.
High autonomy to build and optimize operational systems from the ground up.
Resources including budgeting authority dedicated analytics support and access to the CRM team.
Fully remote collaboration alongside an experienced global professional team.
Brand:
TripleTen
Requirements:
Must have:
5 years in retention/sales with 3 years managing teams of 5 people
Direct ownership of churn/retention metrics with documented results (e.g. reduced churn X% to Y%)
Experience building retention strategy or transforming existing operations
Deep understanding of retention mechanics: churn rate cohort analysis LTV NRR
Comfortable with analytics tools (Tableau or similar)
Revenue-first mindset: thinks in ROI unit economics not just satisfaction
Hands-on execution: builds playbooks scripts and can handle retention calls personally
Strategic thinking bias for action (test and learn approach)
Influence without authority (cross-functional collaboration)
English fluent
Willing to working in the LATAM timezone
Nice to have:
EdTech online education or subscription B2C experience
Spanish or Portuguese language
1 years tenure in previous roles