Retention Manager

Remote Legal Staff

Retention Manager leading client retention for RemoteLegalStaff, managing a team and overseeing strategies. Focused on improving client relationships and handling escalations effectively.

Posted 7/28/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing a team of Retention Specialists, focusing on performance, coaching, and client retention strategies. Possesses excellent communication skills and a data-driven approach to improve retention processes and outcomes.

Highest-signal resume keywords

Team Management ExperienceB2B Client-Facing ExperienceProcess ImprovementData OrientationExcellent English Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client RetentionAccount ManagementCoachingPerformance MonitoringProcess Development

Soft Skills

Composure Under PressureGood JudgmentCollaborationSelf-StarterOrganizational Skills

Industry Keywords

Client SuccessEscalation ManagementChurn AnalysisAt-Risk AccountsClient Health Signals

About the role

Key responsibilities & impact

Lead a team of Retention Specialists, owning their day-to-day performance, development, and the quality of their client interventions
Run regular 1-on-1s, call reviews, and coaching sessions with your direct reports; give direct, specific feedback and hold a high standard
Serve as the escalation point for situations your team cannot resolve independently; step in directly on major escalations that require a more senior presence and see them through to resolution
Onboard and ramp new Retention Specialists as the team grows
Identify gaps in your team's skills and close them through coaching, training, and process improvement
Own the retention function at RLS: define how it works, what it measures, and how it improves over time
Build and maintain the playbooks, frameworks, and scripts your team uses to approach at-risk accounts, and update them as you learn what works and what doesn't
Monitor client health signals at a portfolio level, ensuring at-risk accounts are identified and assigned before they reach a crisis point
Report on retention outcomes to leadership: churn trends, intervention success rates, patterns in why clients leave, and recommendations for systemic fixes
Identify root causes of client dissatisfaction that go beyond individual accounts and surface them to the relevant teams
Partner with Client Success and leadership to ensure the retention function is integrated with, not siloed from, the broader client experience
Step in personally on the highest-stakes escalations: situations where the client relationship is at serious risk, where a Senior Account Manager has reached their ceiling, or where the outcome has a material impact on the business
Lead those conversations with composure, authority, and a clear plan; you are the most senior voice the client encounters in a crisis, and you need to be the reason they stay

Requirements

What you’ll need

5+ years of B2B client-facing experience in account management, customer success, client retention, or a related field, with a meaningful portion of that time spent handling at-risk or churning accounts
Team management experience is required. You have led a team of client-facing professionals, coached them through difficult situations, and are accountable for their results. This is non-negotiable.
Excellent spoken and written English. You will be representing RemoteLegalStaff in the most difficult client conversations we have. Clarity, authority, and composure under pressure are non-negotiable.
Proven ability to build and improve processes, not just execute them; you have owned a function before and made it better
Strong data orientation; you track what matters, report on it clearly, and use it to make decisions
Deeply comfortable with hard conversations; you can take accountability without being defensive, rebuild trust that has been damaged, and stay steady when a client is not
Available to work U.S. business hours with a start time between 6:00 AM and 8:00 AM PST
Highly organized with the ability to manage both team-level priorities and individual escalations simultaneously without either slipping
Good judgment on when to escalate internally, when to hold the line with a client, and when an account is not recoverable, and the courage to act on that judgment
Confident and poised when speaking with attorneys and legal professionals at the most senior levels, our clients are lawyers, and the escalations that reach you are not the easy ones
Collaborative and effective with cross-functional partners; your relationships with Client Success and leadership directly determine how effective the retention function is
Self-starter who can operate with significant autonomy and doesn't need the strategy to be handed to them

Benefits

Comp & perks

Fully remote position with a flexible work schedule
Competitive base salary
Annual performance bonus
Anniversary loyalty bonuses
Company-sponsored health insurance
Generous PTO that increases with tenure (up to 30 days per year)
Birthday PTO day
7 U.S. paid holidays
5 paid sick days per year
Bereavement leave
Additional unpaid personal leave available
Home office stipend for equipment and workspace upgrades
Computer replacement stipend
Monthly internet allowance (increases with tenure)
Professional development and training programs
Education support for high performers
A collaborative, supportive team culture where people are genuinely invested in each other's success
A fast-moving environment where your work has real visibility and direct impact
Clear path to growth: we promote from within and reward people who perform