Senior Client Retention Specialist

We Love AI Jobs; Northern (KY); Remote; USD 120,000 - 180,000; Full time

Job summary

AI Acquisition in the United States seeks a Senior Client Retention Specialist to own high-stakes client relationships, diagnose root causes, and drive retention outcomes that protect revenue. This is a fully remote, senior commercial seat that requires calm negotiation under pressure.

You will lead cross‑functional collaboration with Customer Success, Sales and Operations, develop targeted interventions, and maintain meticulous case records to enable pattern recognition and continuous

Qualifications

• 5–8 years in a senior client-facing role across retention, revenue protection, CS, or escalation in a high-growth service/tech-enabled business
• Proven track record managing complex, high-value client situations with measurable retention outcomes
• Cross-functional collaboration with Sales, Operations, and Leadership to resolve issues quickly

Responsibilities

• Own escalated client cases from first signal through diagnosis, intervention, and resolution
• Diagnose root causes behind at-risk engagements and build targeted interventions
• Negotiate outcomes that protect client relationships and the company's commercial interests
• Maintain meticulous case records to support continuity and pattern recognition across accounts
• Monitor engagement signals to identify churn risk before formal escalations
• Develop and execute retention strategies addressing underlying issues, not just symptoms
• Collaborate with Customer Success, Sales and Operations to align delivery with promises
• Track retention metrics and provide clear recommendations based on data
• Contribute to retention playbooks, escalation frameworks, and scalable client support systems
• Identify patterns signaling broader issues requiring intervention
• Propose process improvements to reduce escalation volume and resolution time

Skills

Client retention

Negotiation

De-escalation

Churn risk analysis

Retention strategy

Escalation management

Revenue protection

Case documentation

Job description

# Senior Client Retention SpecialistAI AcquisitionRemote (United States)Full-timeUpload your resume once and Scout applies for youApply with ScoutShare this job:LinkedInXSave imageThe Senior Client Retention Specialist handles high-stakes, at-risk client relationships and is accountable for retention outcomes and revenue protection. The role combines client negotiations and issue diagnosis with cross-functional work to improve retention processes and address recurring delivery problems.* Permanent* Fully Remote* 5–8 years### Skills and expertiseClient retentionNegotiationDe-escalationChurn risk analysisRetention strategyEscalation managementRevenue protectionCase documentation### Key responsibilities* Own escalated client cases from early warning signs through diagnosis, intervention, and resolution.* Develop retention strategies and negotiate outcomes that protect client relationships and company revenue.* Track retention outcomes and work with Customer Success, Sales, and Operations to address service gaps.## How this job comparesCompared with 417 open senior customer success jobs on October 10, 2026.Pay: This job does not publish its pay. The 164 open senior customer success jobs that publish US pay start at $135K a year on average.Similar open jobs: We Love AI Jobs lists 417 open senior customer success jobs at 145 companies.Remote work: This job is remote. 144 of the 417 senior customer success jobs (35%) are remote.AI in this role: Medium. The role uses AI tools and works with AI systems as a regular part of the job. The role is primarily focused on client retention, but the posting expects someone who actively uses AI tools to improve output, response speed, and documentation. AI supports the work rather than being the product or core function.## Full descriptionThe SeatYou own the most commercially sensitive client relationships in the business. The ones where trust is fragile, stakes are high, and the wrong move costs more than a contract — it costs the relationship.This is not a support role. It is not a processing role. It is a senior commercial seat for someone who can walk into a difficult conversation, diagnose what's actually broken, and turn a client who is ready to walk into one who stays, re-engages, and expands.In the early weeks you will be close to the ground — learning the client base, understanding the patterns, and making sure nothing falls through. That proximity is the input. The retention outcomes you drive from it are the job.You report into senior leadership. You own the cases. You own the outcomes.The CompanyAI Acquisition is a multi-8-figure business helping founders and operators scale with AI. 3,000+ clients. 200+ mastermind participants. A sales and delivery engine built for speed and scale.Growth is happening faster than most companies ever see. This seat exists because the client base is scaling, the stakes per account are real, and we need someone senior enough to protect revenue and relationships at pace.RequirementsWhat You Actually DoOwn the hard cases:• Take full ownership of escalated client situations — from first signal through to resolution — applying structured thinking at every stage, not reactive problem-solving• Diagnose the root cause behind every at-risk engagement and build a targeted intervention before the situation deteriorates further• Negotiate outcomes that protect the client relationship and the company's commercial interests — without compromising either• Maintain meticulous case records that support continuity, accountability, and pattern recognition across the bookProtect and grow revenue:• Monitor client engagement signals and identify early indicators of dissatisfaction or churn risk before they surface as formal escalations• Develop and execute retention strategies that address underlying issues — not just surface-level complaints• Work cross-functionally with Customer Success, Sales, and Operations to close the gap between what was promised and what is being delivered• Track and report weekly on retention metrics, case outcomes, revenue protected, and churn trends — with clear recommendations, not just dataBuild the function:• Contribute to the development of retention playbooks, escalation frameworks, and client support systems that scale beyond you• Identify patterns across accounts that signal broader delivery or operational issues requiring intervention• Act as the internal voice of the client — ensuring leadership and delivery teams understand the downstream cost of service gaps• Propose and implement process improvements that reduce escalation volume and resolution time over timeRequirementsExperience• 5–8 years in a senior client-facing role — spanning 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 — working alongside Sales, Operations, and Leadership to resolve client issues at pace