Sales & Retention Specialist (Contractor Role)

About this role

Own retention, onboarding, and external sales partner performance for premium student programs. The role combines high-value customer conversations with data-driven process improvement, agency management, and reporting on commercial outcomes.

About the company

Mindvalley is a personal transformation and online learning platform offering courses and memberships for skill and lifestyle development.

The team

Customer Support and Customer Experience

Stack

What you'll do

• Own retention rates, retained-value targets, save offers, and win-back campaigns.
• Handle complex retention and escalated support cases.
• Define onboarding standards and identify at-risk students early.
• Source, negotiate with, and manage external sales and appointment-setting agencies.
• Set agency performance metrics and verify reported sales.
• Run structured retention experiments and improve refund processes.
• Maintain retention data, refund-reason taxonomy, scripts, and documentation.
• Report performance and root-cause findings to leadership and partner teams.

What we're looking for

• 5+ years in retention, customer success, or customer-facing sales, including 2+ years owning a commercial outcome.
• Demonstrated success improving retention, churn, or conversion metrics.
• Experience managing agencies, contractors, or vendors against performance standards.
• Experience designing and running structured tests.
• Strong data skills, including Airtable and Google Sheets; proficiency with CRM, Zendesk, and scheduling tools.
• Comfort using AI for transcription, case analysis, and reporting.

Nice to have

• Experience with online learning platforms, high-ticket programs, and international customers.
• Interest in personal growth and development; familiarity with Mindvalley content is an advantage.