Retention Coordinator

We are hiring a Retention Coordinator for our PARTNER EXPERIENCE (PEx) team in São Paulo. This role leads the Retention Squad — a specialized team focused on preventing churn, recovering lost partners, and maintaining a healthy, growing active partner base. The squad handles 500+ tickets/month across churn prevention, win-back actions, expansion, and value proposition re-education.

Responsibilities

Lead a Global Retention Squad by owning weekly team rituals, bi-weekly 1:1s, performance reports, follow-ups, and structural escalations in English; Own churn prevention cases by engaging directly with partners who requested cancellation or show signs of inactivity; Drive win-back actions to strategically reactivate churned or paused accounts; Support expansion by onboarding and integrating new physical or digital sites into existing partner contracts; Reinforce value proposition by re-educating disengaged partners on platform benefits; Manage secondary overflow by taking on Renegotiation when the Retention backlog is clear; Live the mission by inspiring and empowering others through genuine care for wellbeing

Requirements

Demonstrated experience leading or coordinating teams within a global or cross-cultural structure, running consistent team rituals and developing team members; Advanced to fluent English for daily writing, presenting, escalating, and conducting all team calls; Experienced in partner retention, customer success, or account management; Direct and empathetic communicator able to handle cancellation conversations and renew contracts; Commercial thinker understanding the financial impact of churn; Comfortable with Salesforce and Jira (or equivalent)

Nice to have

Prior experience in retention or success leadership; Cross-market team management

Benefits

Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources; Add up to three family members to your wellness plan; WELLZ emotional wellbeing program with personalized journeys, individual therapy sessions (52 per year), and on-demand content; Health, dental, and life insurance; Hybrid and remote options; Home office reimbursement; Flexible schedule; Paid time off; Paid parental leave; Career growth opportunities; Culture of collaboration and inclusion