Head of Retention LATAM

Join to apply for the Head of Retention LATAM role at TripleTen1 day ago Be among the first 25 applicantsTripleTen is an award‑winning online school in the technology bootcamp space. Our mission is to help people transform their lives and succeed in tech. We offer flexible learning, career mentorship, resume and portfolio support — and we proudly maintain an 87% job placement rate across our Web Development, QA, Data Analytics, and Data Science programs.We’re 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.We’re 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 strategyDirect accountability for monthly churn, cohort retention curves, NRR, and LTVBuild retention strategy based on cohort analysis and customer journey mappingIdentify drop‑off points (currently 15% churn months 1‑2, 10% months 4‑5) and design interventionsBuild retention operationsCreate retention playbooks: scripts, objection handling, intervention workflowsEstablish processes from at‑risk signals to actions (automated + manual touchpoints)A/B test retention tactics and systematically measure resultsLead the teamManage onboarding lead, retention lead, and success teamStructure work with clear functional splits and coordinationDesign KPI frameworks and compensation aligned with retention goalsDrive commercial prioritizationSegment students by LTV and design differentiated retention approachesCalculate ROI before launching initiatives; allocate budget based on expected impactMake trade‑offs: when to fight for retention, when to let goCross‑functional collaborationInfluence Product roadmap with retention insightsPartner with Curriculum to improve learning experienceSync with Marketing/Sales on student expectationsRequirementsMust have:5+ years in retention/sales with 3+ years managing teams of 5+ peopleDirect ownership of churn/retention metrics with documented results (e.g., reduced churn X% to Y%)Experience building retention strategy or transforming existing operationsDeep understanding of retention mechanics: churn rate, cohort analysis, LTV, NRRComfortable with analytics tools (Tableau or similar)Revenue‑first mindset: thinks in ROI, unit economics, not just satisfactionHands‑on execution: builds playbooks, scripts, and can handle retention calls personallyStrategic thinking + bias for action (test and learn approach)Influence without authority (cross‑functional collaboration)English fluentWilling to work in the LATAM timezoneNice to have:EdTech, online education, or subscription B2C experienceSpanish or Portuguese language1+ years tenure in previous rolesWhat 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.#J-18808-Ljbffr