Retention Manager

Job not on LinkedIn

🕒 July 28

🌐 United States, Philippines, +1 more countries – Remote

🇺🇸 United States – Remote 🇵🇭 Philippines – Remote 🇿🇦 South Africa – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Remote Legal Staff

WebsiteLinkedInAll Job Openings

11 - 50 employees

⚖️ Legal

🎯 Recruiter

🤝 B2B

Legal • Recruitment • B2B

Remote Legal Staff is a staffing firm that sources and places remote legal professionals (such as paralegals, legal assistants, document reviewers, and other support staff) for law firms and corporate legal departments. The company focuses on remote/virtual staffing and recruiting, helping legal organizations fill ongoing or project-based roles.

📋 Description

• Lead a team of Retention Specialists, owning their day-to-day performance, development, and the quality of their client interventions • Run regular 1-on-1s, call reviews, and coaching sessions with your direct reports; give direct, specific feedback and hold a high standard • Serve as the escalation point for situations your team cannot resolve independently; step in directly on major escalations that require a more senior presence and see them through to resolution • Onboard and ramp new Retention Specialists as the team grows • Identify gaps in your team's skills and close them through coaching, training, and process improvement • Own the retention function at RLS: define how it works, what it measures, and how it improves over time • Build and maintain the playbooks, frameworks, and scripts your team uses to approach at-risk accounts, and update them as you learn what works and what doesn't • Monitor client health signals at a portfolio level, ensuring at-risk accounts are identified and assigned before they reach a crisis point • Report on retention outcomes to leadership: churn trends, intervention success rates, patterns in why clients leave, and recommendations for systemic fixes • Identify root causes of client dissatisfaction that go beyond individual accounts and surface them to the relevant teams • Partner with Client Success and leadership to ensure the retention function is integrated with, not siloed from, the broader client experience • Step in personally on the highest-stakes escalations: situations where the client relationship is at serious risk, where a Senior Account Manager has reached their ceiling, or where the outcome has a material impact on the business • Lead those conversations with composure, authority, and a clear plan; you are the most senior voice the client encounters in a crisis, and you need to be the reason they stay

🎯 Requirements

• 5+ years of B2B client-facing experience in account management, customer success, client retention, or a related field, with a meaningful portion of that time spent handling at-risk or churning accounts • Team management experience is required. You have led a team of client-facing professionals, coached them through difficult situations, and are accountable for their results. This is non-negotiable. • Excellent spoken and written English. You will be representing RemoteLegalStaff in the most difficult client conversations we have. Clarity, authority, and composure under pressure are non-negotiable. • Proven ability to build and improve processes, not just execute them; you have owned a function before and made it better • Strong data orientation; you track what matters, report on it clearly, and use it to make decisions • Deeply comfortable with hard conversations; you can take accountability without being defensive, rebuild trust that has been damaged, and stay steady when a client is not • Available to work U.S. business hours with a start time between 6:00 AM and 8:00 AM PST • Highly organized with the ability to manage both team-level priorities and individual escalations simultaneously without either slipping • Good judgment on when to escalate internally, when to hold the line with a client, and when an account is not recoverable, and the courage to act on that judgment • Confident and poised when speaking with attorneys and legal professionals at the most senior levels, our clients are lawyers, and the escalations that reach you are not the easy ones • Collaborative and effective with cross-functional partners; your relationships with Client Success and leadership directly determine how effective the retention function is • Self-starter who can operate with significant autonomy and doesn't need the strategy to be handed to them

🏖️ Benefits

• Fully remote position with a flexible work schedule • Competitive base salary • Annual performance bonus • Anniversary loyalty bonuses • Company-sponsored health insurance • Generous PTO that increases with tenure (up to 30 days per year) • Birthday PTO day • 7 U.S. paid holidays • 5 paid sick days per year • Bereavement leave • Additional unpaid personal leave available • Home office stipend for equipment and workspace upgrades • Computer replacement stipend • Monthly internet allowance (increases with tenure) • Professional development and training programs • Education support for high performers • A collaborative, supportive team culture where people are genuinely invested in each other's success • A fast-moving environment where your work has real visibility and direct impact • Clear path to growth: we promote from within and reward people who perform