---
title: 'Sales & Retention Specialist at Mindvalley'
canonical: 'https://feeny.ai/job/sales-retention-specialist-mindvalley-united-states-9w9bmth4ak2x'
type: 'job'
last_seen: '2026-09-11'
---

# Sales & Retention Specialist at Mindvalley

- **Company:** Mindvalley
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-10
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.ashbyhq.com/mindvalley/18f5e11b-3328-402f-93f7-d809b6a5a868

## Job description

## About the Role

As the Retention, Onboarding & Outside Sales Lead, you own the commercial life of a premium student from the moment they buy to the moment they consider leaving. Our masteries run from $4,000 to $6,000 and higher, and three things decide whether that revenue stays: how honestly they were sold to, how well they were onboarded, and how well we handle the conversation when they ask for their money back. This is an ownership role, not a caseload. You will run the retention conversations that matter, manage the external sales partners who bring students in, and treat onboarding as the stage that prevents refunds rather than the handoff before them. You will work AI-assisted every day, with call transcription, case summarisation and reporting handled by our tools so your attention goes to the conversations and the judgement calls. You are expected to find why cases arrive, change the system that produces them, and prove the change worked. This role suits someone who wants a number they can move and the authority to move it.

## Responsibilities

Retention & Loyalty

- Own the Number: Own the end-to-end retention process for premium programs, and own the retention rate and retained-value targets attached to it.
- Frontline Conversations: Run retention calls personally on high-value and complex cases, and set the script, standard and coaching for anyone covering the queue.
- Offer Ladder: Own what we offer, against which root cause and in what order, and revise it on evidence rather than instinct.
- Experimentation: Design and run structured retention experiments each quarter: state the hypothesis, define the sample, report the result, adopt or discard.
- Friction Removal: Identify and remove friction in the refund journey, with the authority to change intake, routing and tooling in consultation with CX and Tech.
- Win-Back: Own the re-engagement motion for churned students and convert the win-back list into future cohort revenue.

Onboarding & Customer Experience

- Onboarding Standard: Own onboarding as a measured stage, defining what a student should have done, understood and felt by the end of week one and week two.
- Early Warning: Build risk signals into onboarding so disengaging students are identified before they reach the refund form.
- Promise vs Delivery: Close the gap between what was sold and what is delivered, bringing divergence to Product and Marketing with evidence rather than anecdote.
- Escalated Support: Deliver empathetic, high-judgement support on escalated cases through Zendesk and email, resolving them without leaving customers waiting.
- Root Causes: Work cross-functionally with Product, Tech and Community to fix the causes behind recurring complaints, not just the instances.

Outside Sales & Agency Management

- Agency Ownership: Own the commercial relationship with external sales and appointment-setting agencies end to end: sourcing, benchmarking, interviewing, negotiating rates and commission, contracting and ongoing management.
- Performance Standards: Define and enforce the metrics agencies are held to, including connect rate, booked calls per hour, show rate and close rate on booked calls.
- Internal Benchmark: Maintain our own numbers against the same metrics, so we can judge whether an agency is an improvement or a cost.
- Sales Verification: Verify agency-claimed sales against our systems before they reach Finance, and own that reconciliation.
- Lead Supply: Own the lists that feed outside sales, including failed payments, abandoned checkouts and churned students, and report on what they convert.

Data, Reporting & Enablement

- Sales Enablement: Partner with internal and external closers on content training, objection handling, one-pagers, pricing clarity and QA of the booking flow.
- Data Integrity: Own the retention dataset. Offer made, refund reason, call outcome and case status are complete and accurate on close; this is a condition of the role, not an administrative extra.
- Reason Taxonomy: Maintain a refund-reason taxonomy specific enough to act on, keeping unclassified cases to a minimum.
- Leadership Reporting: Present retention, onboarding and outside sales performance to leadership monthly, in person, with your own analysis and recommendations.
- Product Feedback Loop: Turn churn reasons into named issues for Product and Marketing, with evidence and follow-through on whether anything changed.
- Living Documentation: Maintain the Retention DNA, call scripts and transcript library as working documents, not archives.

Technical Competencies

- Retention strategy: understanding of churn drivers, save offers, win-back mechanics and lifetime value in a high-ticket environment.
- Commercial management: ability to source, benchmark, negotiate with and hold external sales partners to performance standards.
- Sales strategy: conversion techniques, funnel optimisation, objection handling and customer decision psychology.
- Data fluency: able to build and interrogate a dataset, design a valid test, read the result honestly and act on it; confident in Airtable and Google Sheets.
- AI-assisted working: comfortable using AI daily for transcription, case analysis and reporting, and keen to push what it can take off your plate.
- CRM & tooling: proficiency with CRM platforms, ticketing systems (Zendesk) and scheduling tools.

Soft Competencies

- Ownership: treats the number as theirs, brings problems with a proposed answer attached, and does not wait to be asked.
- Customer-Centricity: deep empathy, sound judgement on sensitive cases, and the integrity to do right by the customer even when it costs a save.
- Sales Influence: clear, compelling communication that inspires action, with colleagues as readily as with customers.
- Commercial Backbone: comfortable holding an external partner, or an internal team, to a number.
- Problem Solving: goes after root causes rather than symptoms, and closes the loop on whether the fix worked.
- Calm at Volume: composed when case volume spikes around cohort launches and refund windows.

## Experience

- 5+ years in retention, customer success or customer-facing sales, with at least two years owning a commercial outcome.
- Demonstrable track record of moving a retention, churn or conversion metric, with the numbers to show it.
- Experience managing agencies, contractors or vendors against performance standards.
- Experience designing and running structured tests rather than only executing a process.
- Experience with online learning platforms, high-ticket programmes and international customer bases.
- A strong personal interest in personal growth and development (familiarity with Mindvalley content is a distinct advantage).

Mindvalley is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, gender identity or expression, national origin, age, disability, marital status, sexual orientation, or any other legally protected status. We are committed to creating a diverse and inclusive workplace and encourage applications from all qualified individuals.

## About Mindvalley

## Company Overview
- **One-liner**: Mindvalley delivers world-class personal transformation education via its Quest platform, while building the augmented reality interface for human learning and an AI for unifying brains.
- **Entity Type**: Private (Bootstrapped)
- **Headquarters**: Kuala Lumpur, Malaysia (with a hub in London, UK)
- **Founded**: 2003
- **Founders**: Vishen Lakhiani

## Core Business
- **Primary industry**: Personal transformation, online education, e-learning
- **Target customers**: B2C (individuals seeking personal growth); B2B (schools, governments, and companies redesigning curriculums)
- **Mission**: “To create personal transformation that raises human consciousness.” [mindvalley.com](https://www.mindvalley.com/about)

## Products & Services
- **Mindvalley Quest Platform**: A SaaS learning platform with 5× better completion rates than traditional online learning, featuring bite-sized micro-learnings, community motivation, and scientifically backed tools. [mindvalley.com](https://www.mindvalley.com/about)
- **Mindvalley Coaching Certifications**: Professional development programs that empower team members and customers to become certified coaches.
- **AI‑Powered Personalization Engine**: In‑development engine that designs customized curriculums and lifestyles based on each user’s authentic nature, goals, and passions. [careers.mindvalley.com](https://careers.mindvalley.com/)
- **Augmented Reality Learning Interface**: A next‑generation AR interface for human learning, currently being built. [careers.mindvalley.com](https://careers.mindvalley.com/)

## Market Standing
- **Valuation / Market Cap**: Not publicly disclosed; identified as a top 10 potential unicorn in Malaysia. [careers.mindvalley.com](https://careers.mindvalley.com/)
- **Key Metric**: 20 million students worldwide. [mindvalley.com](https://www.mindvalley.com/about)
- **Notable Investors / Partners**: Collaboration with Apple (mentioned on the careers page). [careers.mindvalley.com](https://careers.mindvalley.com/)
- **Growth Signals**: 
  - Expansion into London, UK with a new entity.
  - Early adoption of AI across all roles, with specialized training and mastery classes.
  - Won WorldBlu’s Award for Most Democratic Workplaces 11 years straight.
  - Winner of Malaysia’s Healthiest Workplace by AIA Vitality 2019 Awards.
  - Named one of the World’s 10 Most Beautiful Offices of 2019 by Inc. Magazine.

## Competitive Advantages
- **Proprietary learning platform** with completion rates 333% above industry average.
- **Large, engaged community** of 20 million students and 200+ world‑class authors, speakers, and activists.
- **Strong brand and mission** that attracts top talent and loyal customers.
- **Early mover in AI‑driven personalized education** and AR learning interfaces.
- **Award‑winning workplace culture** (democratic, inclusive, repeatedly recognized).

## Strategic Focus
- **AI & AR Integration**: Building the “world’s most advanced AI for unifying brains” and an AR interface for learning.
- **Curriculum Redesign**: Partnering with schools, governments, and companies to redesign curricula using AI and data.
- **Global Expansion**: Establishing a hub in London to tap into European talent and markets.
- **Platform Optimization**: Continuing to enhance the Quest platform with cutting‑edge techniques and tools.

## Why Work Here
- **Culture & Mission**: “Rebels and dreamers” driven by a mission to raise human consciousness; inclusive, democratic workplace (WorldBlu award winner 11 years straight).
- **Remote/Hybrid**: Remote-first with purposeful collaboration; many roles tied to specific regions/time zones for overlap. Offices in Kuala Lumpur (voted one of the world’s most beautiful) and London. [careers.mindvalley.com](https://careers.mindvalley.com/locations)
- **Benefits**:
  - Flexible hybrid/remote options.
  - Competitive compensation and bonuses.
  - Unlimited access to Mindvalley content and coaching certifications.
  - LinkedIn Learning subscription for thousands of professional courses.
  - AI excellence training and mastery classes (early adopters).
  - Generous paid parental leave.
  - Customized learning paths and career growth support. [careers.mindvalley.com](https://careers.mindvalley.com/benefits)
- **Engineering Culture**: Cutting‑edge projects in AI, data, and AR; encouraged to be a leader in AI transformation.

## Sources
1. [careers.mindvalley.com](https://careers.mindvalley.com/)
2. [careers.mindvalley.com/positions](https://careers.mindvalley.com/positions)
3. [careers.mindvalley.com/benefits](https://careers.mindvalley.com/benefits)
4. [careers.mindvalley.com/locations](https://careers.mindvalley.com/locations)
5. [mindvalley.com/about](https://www.mindvalley.com/about)

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