Senior Client Retention Specialist

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🕒 May 25

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The Growth Partner

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

Artificial Intelligence • B2B • SaaS

The Growth Partner is a company dedicated to helping entrepreneurs successfully build and scale AI-powered businesses. They provide a proven system that simplifies the process of launching and growing AI ventures, offering one-on-one collaboration and guidance to over 1,200 clients. Through their strategies, clients have reported significant revenues, averaging $18,105 per month, as the company focuses on streamlining business operations with AI technologies to improve efficiency and profitability.

📋 Description

• **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

🎯 Requirements

• **Requirements** • *Experience* • - 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

🏖️ 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