Client Retention Manager

Are you a natural leader who thrives on turning challenges into opportunities? As our Client Retention Manager , you'll be at the heart of what keeps our business growing — our clients. You'll lead the strategic vision and day-to-day excellence of our Client Retention department, building and empowering a team that's passionate about reducing churn and delivering an outstanding client experience.

This isn't just about putting out fires (though you'll be the go-to for the toughest escalations). It's about leading with empathy, digging into the data, optimizing processes, and creating a high-performance culture where your team — and our clients — can thrive. You'll partner closely with the Director of Client Support to ensure retention strategies are fully aligned with company goals, and you'll have the autonomy to make a real impact.

• Drive data-informed strategy by analyzing department-wide Salesforce data and KPIs to uncover trends, forecast retention rates, and deliver actionable insights to leadership.

• Build the playbook — develop and continuously refine processes, de-escalation protocols, and financial negotiation guidelines that keep the team consistent and operations running smoothly.

• Tackle the tough cases by problem-solving complex customer situations, including hardship cases,