Senior Client Retention Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• **Your Key Responsibilities**

• *Manage challenging cases:*

- Take complete ownership of escalated client issues — from initial detection to resolution — employing structured thinking throughout the process, rather than reactive problem-solving.

- Identify the root causes of at-risk engagements and develop targeted interventions before situations worsen.

- Negotiate outcomes that safeguard both the client relationship and the company's commercial interests — achieving a balance without compromising either side.

- Keep detailed case records that enhance continuity, accountability, and pattern recognition across the portfolio.

• *Revenue protection and growth:*

- Monitor client engagement signals to detect early signs of dissatisfaction or churn risk before they escalate formally.

- Create and implement retention strategies that tackle underlying issues rather than just superficial complaints.

- Collaborate cross-functionally with Customer Success, Sales, and Operations to bridge the gap between promises made and actual delivery.

- Track and report weekly on retention metrics, case outcomes, protected revenue, and churn trends — providing clear recommendations backed by data.

• *Function development:*

- Contribute to the creation of retention playbooks, escalation frameworks, and client support systems that can scale beyond your involvement.

- Recognize patterns across accounts that indicate broader delivery or operational challenges needing intervention.

- Serve as the internal advocate for the client — ensuring leadership and delivery teams understand the downstream costs of service discrepancies.

- Suggest and implement process enhancements that lower escalation volume and resolution time over time.

⛳️ Requirements

• **Qualifications**

• *Experience*

- 5–8 years in a senior client-facing role involving client retention, revenue protection, customer success, or escalation management within a high-growth service, agency, or tech-enabled organization.

- Demonstrated success in managing complex, high-value client situations with measurable retention results.

- Previous experience in cross-functional settings — collaborating with Sales, Operations, and Leadership to resolve client issues promptly.

- Experience in contributing to retention policies, escalation frameworks, or client risk management systems.

• *Skills & Competencies*

- Expertise in negotiation and de-escalation — capable of handling emotionally charged, commercially sensitive discussions with poise and accuracy.

- Strong commercial acumen — understands the revenue implications of decisions and applies judgment accordingly, beyond mere policy adherence.

- Excellent analytical skills — interprets retention data, identifies risk patterns, and swiftly translates insights into actionable strategies.

- Superior written and verbal communication — maintains clarity, professionalism, and persuasiveness in all client interactions and internal communications.

- Diligent documentation practices — ensures thorough record-keeping that supports continuity, accountability, and process improvement.

• *Mindset & Cultural Fit*

- Senior ownership mentality — operates independently, assumes full responsibility for outcomes, and does not await direction.

- Solutions-focused and composed under pressure — tackles escalations with a structured approach and clarity rather than reactivity.

- High commercial integrity — harmonizes genuine client empathy with the company's financial interests without compromising either.

- AI-native or highly proficient in AI — actively utilizes AI tools to improve output quality, response speed, and documentation efficiency.

- Proactive in detecting risks — recognizes churn signals early and intervenes before issues escalate.

- Discreet and professional — exercises sound judgment in managing confidential, sensitive, and commercially significant matters.

🏝️ Benefits

• **What You Receive**

- Competitive compensation linked to the retention and revenue protection outcomes you manage.

- Fully remote work opportunity — available in the US, UK, UAE, Canada, or Australia.

- A stable full-time role at a profitable bootstrapped company — no anxiety about runway or frequent pivots.

- Direct access to senior leadership who have successfully built and scaled products exceeding $100M in revenue.

- Genuine growth opportunities — excel in this role and expand your scope: lead the retention team, assume broader operational responsibilities, or take on a cross-functional leadership position.