Client Retention Manager

Storyful; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Storyful is seeking a Client Retention Manager in Greater London to lead a team of Client Engagement Specialists and drive client retention strategies. The successful candidate will focus on nurturing business relationships, contributing to retention strategies and ensuring customer satisfaction across various markets.

This role emphasizes leadership and effective communication to meet retention objectives, so prior experience in client retention is essential. The position offers a collaborative work environment with opportunities to engage with senior executives.

Qualifications

• 7+ years in client retention, success, or account management.
• Previous experience in a leadership or supervisory role is preferred.
• Skilled in building lasting client relationships.

Responsibilities

• Lead and support a team of Client Engagement Specialists.
• Design and implement retention strategies.
• Build strong relationships with strategic clients.

Skills

Client retention expertise

Leadership experience

Analytical skills

Strong communication skills

Problem-solving

Tools

CRM systems (SFDC)

Google Suite

Airtable

Miro

Asana

Job description

Reporting to the Head of Client Retention, the Client Retention Manager, GRI will be responsible for managing a team of Client Engagement Specialists (CES), focusing on retaining and nurturing Dow Jones’ professional business within the Global Risk Insights vertical (Dragonfly & Oxford Analytica brands). This role is critical to driving a strong retention strategy, reducing churn, and ensuring a high level of customer satisfaction across diverse markets.

Key Responsibilities

• Team Leadership: Guide and support a team of CES, setting clear objectives and managing performance to achieve retention targets and onboarding/migration objectives. Act as an escalation point for client issues, ensuring timely resolution.
• Collaboration: Work closely with your team, Account Managers, Product and Analyst teams to ensure successful client engagement, onboarding and retention within your assigned remit. Foster collaboration between departments to develop ongoing retention strategies and maximize customer satisfaction.
• Retention Strategy Contribution: Design and implement region‑specific retention strategies tailored to GRI clients, aligning with company goals and driving client satisfaction.
• Customer Relationship Management: Build strong relationships with strategic clients to reinforce Dow Jones’ value, addressing their unique business needs and industry challenges.
• Reporting & Risk Management: Provide accurate and timely reporting on retention metrics and churn risks. Build a comprehensive risk radar to identify potential threats and opportunities for improvement in client relationships.
• Data‑Driven Insights: Use analytics to evaluate performance, identify risks, and improve retention strategies. Leverage insights to support cross‑sell initiatives and increase revenue opportunities.
• Onboarding: Provide a full plan for all clients showing stages of onboarding, including technical, training, post go‑live and ongoing support services. Ensure collaboration with Sales, Specialists, Product and Analyst teams to ensure tasks for onboarding and go‑live are suitably split and completed.
• Sales Support: Offer insight and support in the pursuit of new sales within existing client accounts, collaborating with Account Executives to maximize customer ROI and expand revenue streams.
• Training & Learning Collaboration: Work with your teams to facilitate and structure detailed learning and onboarding programmes with your clients alongside our Product Training team, including for large onboarding of new clients, product migrations and sunsets.
• Performance & Incentive Tracking: Ensure correct performance calculation and documentation for CES during each quarterly retention audit process, and work on SPIFs and local incentives to drive performance.

Skills & Experience Required

• 7+ years in client retention, customer success, or account management (Geopolitical focus preferred).
• Previous experience in a leadership or supervisory role with a strong emphasis on coaching, mentoring, and people development (preferred but not disqualifying).
• Customer‑Focused: Skilled in building lasting client relationships, with a deep understanding of customer needs and industry dynamics.
• Analytical Skills: Proficiency in data analysis and CRM systems to drive informed strategies and measure success.
• Strong Communicator: Excellent written and verbal communication skills, with the ability to speak at a high level with senior executives in client organizations.
• Problem‑Solver & Strategic Thinker: Able to make quick, data‑backed decisions and proactively adjust strategies to improve outcomes.
• Familiarity with client engagement technology stacks, CRM systems (SFDC), and productivity tools such as Google Suite, Airtable, Miro, Asana, etc.
• Initiative and Industry Knowledge: High level of self‑motivation, with a deep understanding of B2B information or technology industries, and experience in product positioning and client engagement.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law.

Reasonable Accommodation

We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application or participating in an interview due to a disability, email us at [e-mail]. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates. Please refer to the privacy notice at the bottom of this page for submitting any data access, deletion, or other data subject rights requests, where permitted under your local laws and regulations.