Senior Client Retention Specialist
New
A
AI AcquisitionAI Business Services
US, UK, UAE, Canada, or AustraliaFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5–8 years
- Required Skills
- Data AnalysisNegotiationCross-functional collaborationRisk ManagementCustomer Success
Requirements
- 5–8 years experience in senior client-facing roles like retention, customer success, or escalation handling.
- Experience within high-growth, service, agency, or tech-enabled businesses.
- Proven track record managing complex, high-value client situations with measurable retention outcomes.
- Prior exposure to cross-functional environments involving Sales and Operations.
- Expert-level negotiation and de-escalation skills.
- Strong analytical ability to identify risk patterns from retention data.
- Excellent written and verbal communication skills.
- Meticulous documentation habits.
- High commercial integrity and business judgment.
- Highly AI-fluent and active user of AI tools for efficiency.
Responsibilities
- Take full ownership of escalated client situations from signal to resolution.
- Diagnose root causes behind at-risk engagements and build targeted interventions.
- Negotiate outcomes that protect client relationships and company commercial interests.
- Maintain meticulous case records for continuity and accountability.
- Monitor engagement signals to identify churn risk before formal escalation.
- Develop and execute retention strategies addressing underlying issues.
- Collaborate cross-functionally with Customer Success, Sales, and Operations.
- Track and report weekly on retention metrics, case outcomes, and churn trends.
- Contribute to the development of retention playbooks and escalation frameworks.
- Propose process improvements to reduce escalation volume.
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