Retention Team Lead

We are hiring a Retention Team Lead 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. As Retention Coordinator, you will split your time between direct execution (70% — working the Retention queue hands-on) and team leadership (30% — coordinating squad priorities, quality, and coverage). This is a global-scope role.

Responsibilities

Lead a Global Retention Squad: Own weekly team rituals, bi-weekly 1:1s, performance reports, follow-ups, and structural escalations in English; Own Churn Prevention Cases: Engage directly with partners who have requested cancellation or show signs of inactivity; Drive Win-back Actions: Execute strategic reactivation of churned or paused accounts; Support Expansion: Onboard and integrate new physical or digital sites into existing partner contracts; Reinforce Value Proposition: Re-educate disengaged partners on the platform's benefits; Manage Secondary Overflow: Take on Renegotiation when the Retention backlog is clear; Live the mission: inspire and empower others by genuinely caring for wellbeing and creating a supportive environment

Requirements

Demonstrated experience leading or coordinating teams within a global or cross-cultural structure; Advanced to fluent English, mandatory for daily writing, presenting, escalating, and conducting team calls; Experience in partner retention, customer success, or account management; Ability to have hard conversations with partners and close renewals; Commercial thinker who understands the financial impact of churn; Comfortable with Salesforce and Jira (or equivalent); Prior experience in retention or success leadership and cross-market team management is a strong advantage

Nice to have

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

Benefits

Free Gold+ Wellhub membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources; Ability to add up to three family members to the Wellhub plan; Wellz emotional wellbeing program with 52 individual therapy sessions per year and on-demand content; Health, dental, and life insurance; Hybrid and remote options; Home office reimbursement; Flexible schedule; Paid time off including vacations after 6 months, additional 3 days per year, 1 day per year of tenure up to 5, and an extra holiday for your birthday; 100% paid parental leave with extended leave and ramp-back period for parents giving birth; Career growth opportunities including world-class platforms, personalized development roadmap, and internal opportunities; Inclusive culture and equal opportunity employer