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Senior Client Retention Specialist

AI Acquisition
Remote, USA
Full-time
Senior · 5–8 years experience
Remote
Discovered 1 weeks ago

Full Job Posting

Requirements

  • What You Actually Do
  • Own the hard cases:
  • Take full ownership of escalated client situations — from first signal through to resolution — applying structured thinking at every stage, not reactive problem-solving
  • Diagnose the root cause behind every at-risk engagement and build a targeted intervention before the situation deteriorates further
  • Negotiate outcomes that protect the client relationship and the company's commercial interests — without compromising either
  • Maintain meticulous case records that support continuity, accountability, and pattern recognition across the book
  • Protect and grow revenue:
  • Monitor client engagement signals and identify early indicators of dissatisfaction or churn risk before they surface as formal escalations
  • Develop and execute retention strategies that address underlying issues — not just surface-level complaints
  • Work cross-functionally with Customer Success, Sales, and Operations to close the gap between what was promised and what is being delivered
  • Track and report weekly on retention metrics, case outcomes, revenue protected, and churn trends — with clear recommendations, not just data
  • Build the function:
  • Contribute to the development of retention playbooks, escalation frameworks, and client support systems that scale beyond you
  • Identify patterns across accounts that signal broader delivery or operational issues requiring intervention
  • Act as the internal voice of the client — ensuring leadership and delivery teams understand the downstream cost of service gaps
  • Propose and implement process improvements that reduce escalation volume and resolution time over time
  • 5–8 years in a senior client-facing role — spanning client retention, revenue protection, customer success, or escalation handling within a high-growth service, agency, or tech-enabled business
  • Proven track record managing complex, high-value client situations with measurable retention outcomes
  • Prior exposure to cross-functional environments — working alongside Sales, Operations, and Leadership to resolve client issues at pace
  • Experience contributing to retention policy, escalation frameworks, or client risk management systems
  • Skills & Competencies
  • Expert-level negotiation and de-escalation — able to navigate emotionally charged, commercially sensitive conversations with composure and precision
  • Commercially sharp — understands the revenue impact of every decision and applies judgment accordingly, not just policy
  • Strong analytical ability — reads retention data, identifies risk patterns, and turns insights into action fast
  • Excellent written and verbal communication — clear, professional, and persuasive in every client-facing and internal context
  • Meticulous documentation habits — maintains thorough records that support continuity, accountability, and process improvement
  • Mindset & Behavioural Fit
  • Senior ownership mentality — operates independently, takes full accountability for outcomes, and doesn't wait to be managed
  • Solutions-oriented and calm under pressure — approaches escalations with structure and clarity, not reactivity
  • High commercial integrity — balances genuine client empathy with the company's financial interests without compromising either
  • AI-native or highly AI-fluent — actively uses AI tools to enhance output quality, response speed, and documentation efficiency
  • Proactive risk detector — spots churn signals early and acts before situations deteriorate
  • Discreet and professional — exercises sound judgment in handling confidential, sensitive, and commercially significant matters
  • You need a calm, structured environment with predictable, low-stakes caseloads
  • You measure success by how many cases you close, not by how much revenue and trust you protect
  • You are more comfortable following a retention script than diagnosing what's actually wrong
  • You need to be managed through difficult conversations instead of leading them
  • You are looking for a transactional support role with clear escalation paths above you

Requirements

  • Experience
  • You Will Probably Not Fit If:

Benefits

  • What You Get
  • Competitive compensation tied to retention and revenue protection outcomes you own
  • Fully remote — US, UK, UAE, Canada, or Australia
  • Full-time, stable role at a profitable bootstrapped company — no runway anxiety, no pivots every quarter
  • Direct line to senior leadership that has built and scaled products past $100M in revenue
  • Real growth track — perform in this seat and the scope expands: retention team lead, broader ops ownership, or a cross-functional leadership role

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