About the role

About the Role As the Retention, Onboarding & Outside Sales Lead, you own the commercial life of a premium student from the moment they buy to the moment they consider leaving. Our masteries run from $4,000 to $6,000 and higher, and three things decide whether that revenue stays: how honestly they were sold to, how well they were onboarded, and how well we handle the conversation when they ask for their money back. This is an ownership role, not a caseload. You will run the retention conversations that matter, manage the external sales partners who bring students in, and treat onboarding as the stage that prevents refunds rather than the handoff before them. You will work AI-assisted every day, with call transcription, case summarisation and reporting handled by our tools so your attention goes to the conversations and the judgement calls. You are expected to find why cases arrive, change the system that produces them, and prove the change worked. This role suits someone who wants a number they can move and the authority to move it. Responsibilities Retention & Loyalty - Own the Number: Own the end-to-end retention process for premium programs, and own the retention rate and retained-value targets attached to it. - Frontline Conversations: Run retention calls personally on high-value and complex cases, and set the script, standard and coaching for anyone covering the queue. - Offer Ladder: Own what we offer, against which root cause and in what order, and revise it on evidence rather than instinct. - Experimentation: Design and run structured retention experiments each quarter: state the hypothesis, define the sample, report the result, adopt or discard. - Friction Removal: Identify and remove friction in the refund journey, with the authority to change intake, routing and tooling in consultation with CX and Tech. - Win-Back: Own the re-engagement motion for churned students and convert the win-back list into future cohort revenue. Onboarding & Customer Experience - Onboarding Standard: Own onboarding as a measured stage, defining what a student should have done, understood and felt by the end of week one and week two. - Early Warning: Build risk signals into onboarding so disengaging students are identified before they reach the refund form. - Promise vs Delivery: Close the gap between what was sold and what is delivered, bringing divergence to Product and Marketing with evidence rather than anecdote. - Escalated Support: Deliver empathetic, high-judgement support on escalated cases through Zendesk and email, resolving them without leaving customers waiting. - Root Causes: Work cross-functionally with Product, Tech and Community to fix the causes behind recurring complaints, not just the instances. Outside Sales & Agency Management - Agency Ownership: Own the commercial relationship with external sales and appointment-setting agencies end to end: sourcing, benchmarking, interviewing, negotiating rates and commission, contracting and ongoing management. - Performance Standards: Define and enforce the metrics agencies are held to, including connect rate, booked calls per hour, show rate and close rate on booked calls. - Internal Benchmark: Maintain our own numbers against the same metrics, so we can judge whether an agency is an improvement or a cost. - Sales Verification: Verify agency-claimed sales against our systems before they reach Finance, and own that reconciliation. - Lead Supply: Own the lists that feed outside sales, including failed payments, abandoned checkouts and churned students, and report on what they convert. Data, Reporting & Enablement - Sales Enablement: Partner with internal and external closers on content training, objection handling, one-pagers, pricing clarity and QA of the booking flow. - Data Integrity: Own the retention dataset. Offer made, refund reason, call outcome and case status are complete and accurate on close; this is a condition of the role, not