Retention Specialist - UK

Marisa Peer; Remote; GBP 60,000 - 80,000; Full time

Job summary

A global personal development organization is seeking a Retention Specialist to support students facing challenges in their training. You will conduct cancellation-saving calls, provide empathetic guidance, and work collaboratively with various teams to ensure student success. The ideal candidate has experience in customer retention, strong emotional intelligence, and excellent communication skills. This role is full-time and remote, offering a chance to make a meaningful impact on individuals' personal growth.

Qualifications

• Experience in a retention, customer success, or crisis-management role.
• Strong emotional intelligence with the ability to navigate difficult conversations.
• Creative problem-solver able to balance student needs with business requirements.

Responsibilities

• Conduct one-to-one calls with students requesting cancellation or showing disengagement.
• Partner with Sales to understand each student's background and original enrolment goals.
• Track save rates and identify patterns for improvement in onboarding.

Skills

Emotional intelligence

Verbal communication

Problem-solving

Rapport-building

Collaboration

Education

Relevant experience in retention or customer success

Background in coaching or related field

Tools

CRM systems (HubSpot, GoHighLevel)

Job description

Please note that immediate availability is required for this role.

Location: Remote- Preferred locations: United Kingdom, South Africa, USA, Canada
Employment Type: Full-time (Freelance)
Schedule: 40 hours per week, 5 days out of 7
Preferred Working Hours: 12:00–21:00 GMT

About Us

We are the team behind Marisa Peer and Rapid Transformational Therapy® (RTT®), a global personal development and wellness organisation. Our mission is to help individuals live healthier, happier lives through powerful training programs that certify therapists and coaches worldwide.

Our students are at the heart of everything we do. We are looking for a Retention Specialist who will support students experiencing challenges that may prevent them from continuing their training. This role plays a vital part in ensuring students stay motivated, supported, and able to progress on their transformational journey.

About the Role

As our Retention Specialist, you will be the primary point of contact for students who are considering cancelling or who are facing significant obstacles. Your focus will be conducting cancellation‑saving calls, offering compassionate support, and identifying solutions that help students stay enrolled.

You will work closely with Sales, Welcome Call, and Finance teams to understand each student’s goals, identify early risk indicators, and provide personalised support.

This role requires exceptional emotional intelligence, strong communication skills, and the ability to remain calm and solution‑oriented during sensitive conversations.

Key Responsibilities

1. Student Retention & Cancellation‑Saving Calls

• Conduct one‑to‑one calls with students who request cancellation or show signs of disengagement.
• Listen carefully to understand the core challenge‑financial pressure, personal circumstances, lack of progress, or uncertainty.
• Provide empathetic guidance and explore suitable solutions such as extended support, adjusted plans, or temporary study breaks.
• Reconnect students with their original goals and motivations.
• Document call outcomes and agreed actions clearly in the CRM.

2. Early Intervention & Cross‑Team Collaboration

• Partner with Sales to understand each student’s background and original enrolment goals.
• Work proactively with the Welcome Call Team to identify at‑risk students in the early stages of their journey.
• Provide feedback on common concerns, trends, or gaps in onboarding.

3. Reporting & Continuous Improvement

• Track save rates, cancellation reasons, and effectiveness of retention strategies.
• Identify patterns to help improve onboarding, communication, and support processes.
• Work with leadership to and strengthen retention workflows.

Requirements

• Experience in a retention, customer success, or crisis‑management role.
• Strong emotional intelligence with the ability to navigate difficult or sensitive conversations.
• Excellent verbal communication and rapport‑building skills.
• Experience supporting individuals through personal or financial challenges.
• Creative problem‑solver able to balance student needs with business requirements.
• Comfortable using CRM systems (HubSpot or GoHighLevel experience is a plus).
• Ability to work collaboratively across teams.

Preferred Qualifications

• Background in coaching, counselling, social work, wellbeing, or a related field.
• Experience in online education, coaching, or training environments.
• Familiarity with the Marisa Peer brand or RTT®.
• Experience in a fast‑paced, mission‑driven organisation.

What Makes You a Great Fit

• You are deeply empathetic and care about helping people succeed.
• You stay calm and grounded during emotional conversations.
• You can identify underlying issues quickly and communicate with clarity.
• You believe in transformation and personal growth.
• You are adaptable and able to think quickly to find workable solutions.
• You value collaboration across teams.
• You are mission‑driven and want to make a meaningful impact.