Role Overview

Lofty is shifting its recovery model from a legacy one-month exit fee to recovering the full remaining contract value from churned customers. This change increases the total amount under collection by roughly 5x to 6x, with churned-customer contract value currently estimated at $300,000 to $400,000 per month.

The Collection Leader owns this area end-to-end and is directly accountable for the recovery rate of these assets — building the strategy, process, and outreach needed to collect against a materially larger and higher-stakes book than before.

Beyond direct collections impact, the Collection Leader also supports Customer Success Managers during retention negotiations, giving them the leverage they need to improve system value for clients and drive better renewal outcomes.

Key Responsibilities

Recovery Strategy & Ownership

• Own the transition from the one-month exit fee model to full remaining-contract-value recovery

• Directly own and report on the recovery rate for churned-customer contract value (~$300K–$400K/month)

• Design and implement collection strategy, workflows, and prioritization for recovery of remaining contract value

• Build the process and tooling needed to scale collections activity 5x–6x as the model rolls out

Churned Account Recovery

• Manage collections outreach and negotiation directly with churned and high-risk accounts

• Segment and prioritize churned accounts based on recoverable contract value and risk

• Pursue recovery through appropriate channels — outreach, negotiated payment plans, escalation, or legal referral where necessary

• Maintain accurate documentation and audit trails for all recovery actions and outcomes

Retention Partnership

• Partner with Customer Success Managers during retention negotiations, providing collections leverage to support renewal outcomes

• Give CSMs account-level financial context — contract value and exposure — to strengthen retention conversations

• Align with CS leadership on when to pursue retention versus recovery for at-risk accounts

Reporting & Process Improvement

• Report recovery rate, aging, and pipeline of churned-account value to Finance and CS leadership

• Flag process gaps and recommend improvements as the model scales

• Adhere to internal controls, compliance requirements, and finance SOPs

What Success Looks Like

• Successfully transitions the recovery motion from the exit-fee model to full remaining-contract-value recovery

• Delivers a strong, improving recovery rate against the $300K–$400K/month churned-contract-value base

• Becomes a trusted partner to CSMs, strengthening retention negotiation outcomes

• Builds collection processes that can scale as recovery volume grows

Qualifications

Must Have• 4+ years of experience in Collections, Recovery, Revenue Operations, or Finance Operations, ideally in a SaaS or subscription business• Experience owning a collections or recovery strategy end-to-end, not just executing an established process• Comfortable negotiating directly with customers on high-value, contract-based recovery, not just routine invoice follow-up• Strong analytical skills; able to build and report on recovery-rate metrics• Experience partnering cross-functionally with Customer Success or Sales on retention and renewal• Comfortable owning a newly-scaled area with significant financial impact (~$300K–$400K/month)Nice to Have• Experience building or scaling a collections function from the ground up• Background in SaaS billing, subscription contracts, or usage-based revenue models• Familiarity with CRM/finance systems (Salesforce, Zendesk, Jira)• Experience supporting US-based customers or contracts