Chief Client Success & Retention Architect (Remote)

SEO-Sherp; Dubai; Hybrid; AED 420,000 - 660,000; Full time

Benefits offered by this job

Retention bonus

Profit sharing

Unlimited PTO

Flexible remote work

Apple Mac on first day

Health insurance

Training & workshops

Team retreats

Job summary

SEO Sherpa seeks a driven Head of Client Success & Retention to own the client lifecycle, reduce churn, and protect agency revenue. You will lead a high-touch team, craft a repeatable retention engine, and collaborate across operations and delivery to deliver predictable value.

You’ll drive 0–100 day onboarding, high-stakes save plays, and standardized health-score tracking. Remote-enabled, you’ll mentor Account Managers and align metrics with CSAT, expansion, and LTV.

Qualifications

• Senior leadership experience in B2B client success and retention.
• Proven track record reducing churn and protecting revenue.
• Strong data-driven decision making and process design.

Responsibilities

• Build, refine, and enforce the 0–100 day client journey to reduce churn.
• Serve as escalation point for at-risk accounts with structured save plays.
• Standardize retention behaviors with checklists and QBRs.
• Train and manage Account Managers; align scores to churn/CSAT/expansion.
• Analyze churn data to optimize ICP and commercial terms toward 3% monthly churn.

Skills

Client success

Retention

Data analysis

Coaching

Project management

Communication

Tools

CRM software

Data dashboards

Job description

SEO Sherpa seeks a driven Head of Client Success & Retention to own the client lifecycle, reduce churn, and protect agency revenue. You will lead a high-touch team, craft a repeatable retention engine, and collaborate across operations and delivery to deliver predictable value.

You’ll drive 0–100 day onboarding, high-stakes save plays, and standardized health-score tracking. Remote-enabled, you’ll mentor Account Managers and align metrics with CSAT, expansion, and LTV.