Head of Client Success & Retention — Remote + Benefits

SEO Sherpa; Dubai; Hybrid; AED 300,000 - 540,000; Full time

Benefits offered by this job

Retention bonus

Profit sharing

Unlimited PTO

Remote work

Health insurance

Apple Mac

Training & books

Team retreats

Job summary

SEO Sherpa in Dubai is seeking a Head of Client Success & Retention to lead our client retention strategy, protect agency revenue, and build a world-class post-sale client experience. You will own the client lifecycle, drive a repeatable retention engine, and push net churn toward 3% while elevating CX at every touchpoint.

You’ll coach the Account Management team, collaborate with operations and delivery leads, and design high-impact save plays, 0–100 day journeys, and health tracking to turn

Responsibilities

• Run the Client Retention Engine: Build, refine, and enforce our standard 0–100 day client journey. Ensure clear activation criteria are met so every account hits key early milestones that systematically eliminate early-stage churn.
• Master High-Stakes Escalations & Save Plays: Serve as the primary escalation point for at-risk accounts. Design and execute structured save plays the moment a client’s results, trust, or satisfaction begin to slip.
• Standardize Churn-Reducing Behaviors: Implement and strictly enforce retention protocols across the team—including standardized exit interviews, quarterly strategic reviews (QBRs), proactive check-ins, and rigorous health-score tracking. Turn these into non-negotiable checklists.
• Train & Manage Account Managers: Lead, coach, and upskill Account Managers to drive retention outcomes. Build their muscle in expectation-setting, client education, value reselling, and navigating tough conversations, while aligning their scorecards directly to churn, expansion, and CSAT targets.

Job description

SEO Sherpa in Dubai is seeking a Head of Client Success & Retention to lead our client retention strategy, protect agency revenue, and build a world-class post-sale client experience. You will own the client lifecycle, drive a repeatable retention engine, and push net churn toward 3% while elevating CX at every touchpoint.

You’ll coach the Account Management team, collaborate with operations and delivery leads, and design high-impact save plays, 0–100 day journeys, and health tracking to turn