Senior Client Retention Specialist

AI Acquisition

2d•Remote

About The Position

This is a senior commercial role focused on managing and retaining the most commercially sensitive client relationships. The position requires an individual who can handle difficult conversations, diagnose underlying issues, and turn at-risk clients into engaged and expanding ones. The role involves learning the client base, understanding patterns, and driving retention outcomes. The specialist will report to senior leadership and own client cases and their outcomes.

Requirements

5–8 years in a senior client-facing role (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 (Sales, Operations, Leadership).
Experience contributing to retention policy, escalation frameworks, or client risk management systems.
Expert-level negotiation and de-escalation skills.
Strong commercial acumen and judgment regarding revenue impact.
Strong analytical ability to read retention data, identify risk patterns, and act on insights.
Excellent written and verbal communication skills.
Meticulous documentation habits.
Senior ownership mentality; operates independently and takes accountability.
Solutions-oriented and calm under pressure.
High commercial integrity.
AI-native or highly AI-fluent, actively using AI tools.
Proactive risk detector, spotting churn signals early.
Discreet and professional, exercising sound judgment with confidential matters.

Responsibilities

Take full ownership of escalated client situations from initial signal to resolution, applying structured thinking.
Diagnose the root cause of at-risk engagements and build targeted interventions.
Negotiate outcomes that protect both the client relationship and the company's commercial interests.
Maintain meticulous case records for continuity, accountability, and pattern recognition.
Monitor client engagement signals to identify early indicators of dissatisfaction or churn risk.
Develop and execute retention strategies to address underlying issues.
Collaborate with Customer Success, Sales, and Operations to ensure delivery meets promises.
Track and report weekly on retention metrics, case outcomes, revenue protected, and churn trends with recommendations.
Contribute to the development of retention playbooks, escalation frameworks, and client support systems.
Identify patterns across accounts that signal broader delivery or operational issues.
Act as the internal voice of the client to leadership and delivery teams.
Propose and implement process improvements to reduce escalation volume and resolution time.