Business Development Manager

1 week ago

Markham, Ontario, Canada LearnFormula Full time

At LearnFormula, we are passionate about helping regulated professionals continue their education and grow their careers. As a subscription-based platform for accredited online learning, customer trust and maximizing Lifetime Value (CLV) are key to our success. We are seeking a highly strategic, data-minded Business Development Manager to lead our efforts in client retention, expansion, and loyalty within the existing customer base, and new. Additionally helping with partnerships, idea expansion and other tasks involved with growth.

This role requires a balanced approach: you will be responsible for hands-on intervention with high-value or at-risk clients while also designing scalable programs that drive long-term loyalty and revenue. You will also work closely and find partnerships and help growth.

Core Mandate:

You will be the primary driver of customer retention and expansion strategies, turning at-risk customers into loyal long-term learners and identifying opportunities to increase account profitability (upsell/cross-sell) across our client base. You will also focus on partnerships and growth.

Key Responsibilities:

  • High-Value Retention Intervention: Directly manage escalated refund and cancellation requests, applying strategic offers and personalized intervention to preserve customer relationships and revenue.
  • Strategy & Program Design: Develop, implement, and optimize scalable client loyalty programs and personalized outreach campaigns aimed at reducing churn, increasing engagement, and promoting up-sell/cross-sell opportunities.
  • Data Analysis & Insight: Conduct deep-dive analysis on churn triggers, retention rates, and customer behavior. Use these insights to propose and champion product, policy, or service changes to improve CLV.
  • Expansion Initiatives: Collaborate with the Sales and Marketing teams to identify high-potential client segments for targeted growth initiatives and product adoption campaigns.
  • Process Improvement: Establish best practices, playbooks, and training materials for handling critical customer interactions, ensuring consistency and a high success rate in client recovery.
  • Performance Tracking: Own, analyze, and report on key metrics including Refund-to-Retention rates, Churn Reduction, and the financial ROI of retention programs.

Skills & Qualifications:

  • 2+ years of demonstrated experience in a role focused on Business Development, Customer Retention, Account Growth, or Partnerships within an existing client base or new (SaaS or Subscription model preferred).
  • Proven ability to handle complex, high-stakes customer interactions while balancing empathy with clear business objectives.
  • Strong analytical skills; ability to interpret retention metrics and translate data insights into actionable, profitable strategies.
  • Familiarity with CRM and ticketing tools (e.g., HubSpot, Intercom).
  • Exceptional written and verbal communication skills; comfortable presenting findings and influencing stakeholders across departments.

Who You Are:

You are a proactive, data-driven revenue generator who understands that retention is the engine of sustainable growth. You thrive on turning challenging situations into successful, long-term relationships and are ready to own the strategy for maximizing client value.

Salary:

$60,000-70,000 per year depending on experience and proven success.

Benefits:

  • Company events
  • Dental care
  • Extended health care
  • On-site gym
  • On-site parking
  • Paid time off
  • Vision care

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