Retention Specialist

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

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.

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.

• 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.

• 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.

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

• 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 (Hub Spot or Go High Level  experience is a plus).
• Ability to work collaboratively across teams.

• 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.

• 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.