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Client Retention & Sales Specialist

Client Retention & Sales Specialist

7FiguresCape Coral, FL, US
1 day ago
Job type
  • Full-time
Job description

Client Success Manager (CSM)

7Figures is a leading marketing agency serving over 700 clients nationwide, with a team of 50+ employees and $10M in annual revenue. Our mission is to help Doctors, Lawyers, & Accounting professionals grow their practices using cutting-edge marketing, advertising, and sales solutions. As we continue to scale, we're looking for a driven, emotionally intelligent, and solutions-oriented Client Success Manager (CSM) to protect our client relationships, uphold retention, and solve high-impact client concerns.

Role Overview

This isn't your average account manager role. You are the firefighter, the fixer, and the face of solutions. You'll be on the front lines of client retention responsible for handling our highest-risk accounts, urgent escalations, and clients who are dissatisfied or threatening to cancel. Your goal is to turn frustration into satisfaction and convert threats into long-term loyalty.

This is a high-stakes, high-reward position for someone who thrives under pressure, communicates exceptionally well, and knows how to "resell" the value of our services during times of doubt.

Responsibilities

Client Firefighting & Retention

  • Take ownership of all cancel-threat and escalated client cases the same / next day.
  • Maintain a "Save Rate" of 33% or higher for at-risk clients.
  • Proactively identify red flags across active accounts and intervene early.
  • Handle urgent matters (billing complaints, strategy misalignment, miscommunication) with precision and professionalism.

Client Communication & Re-Selling

  • Reaffirm the value of our service and "re-close" clients during periods of dissatisfaction.
  • Conduct live Zoom calls, loom videos, and written responses that calm, clarify, and compel clients to stay.
  • Collaborate with Account Managers and Billing to create recovery plans, negotiate resolutions, and reinforce our commitment to success.

    • Strategy, Insights & Internal Collaboration

  • Work hand-in-hand with the VP of Client Success to execute client retention strategies.
  • Keep a pulse on client satisfaction trends and provide feedback loops to internal departments.
  • Contribute to cancel-threat reporting, client satisfaction metrics, and weekly team recaps.

    • Cross-Functional Coordination

  • Partner with Sales, Billing, and Fulfillment teams to diagnose issues and recommend improvements.
  • Sit in on critical onboarding calls or "save-the-account" meetings when needed.
  • Participate in weekly leadership syncs and client success meetings.

    • Monday Board Management

    Oversee the company's client journey board in Monday.com proactively identify and resolve bottlenecks by collaborating closely with Account Managers and communicate directly with the clients.

    Qualifications

  • 3+ years in a client success, account management, or sales role (agency experience is a plus). Sales training is a must.
  • Proven ability to manage escalations, resolve conflict, and drive retention
  • Strong persuasive communication skills verbal and written
  • High emotional intelligence and a solutions-first attitude
  • Comfortable with a fast-paced, demanding, and dynamic work environment
  • MUST HAVE THICK SKIN

    • Compensation & Benefits

  • Base with an uncapped commission plan with $100K+ OTE
  • Work closely with executive leadership and directly impact company retention metrics
  • Remote flexibility with standard EST availability
  • Growth path into Senior Client Success, Sales Leadership, or Strategy
  • 50% Medical Benefits coverage for Gold Plan United Healthcare
  • 401k optional

    • Who This Is For

    This role is for someone who loves high-stakes conversations, hates losing clients, and thrives in chaos with structure. You're the type who stays calm under pressure, sees objections as opportunities, and genuinely loves helping people win even when they're angry.

    The CSM is responsible for proactively engaging with clients to reduce churn, increase lifetime value, and recover at-risk accounts. This role combines a base salary with call-based incentives and high-value commissions on saves, upsells, and resolution wins.

    Internal Title : Client Success Manager

    Location : Remote (USA preferred)

    Compensation (OTE) : $100,000+

    Reports to : Vice President of Client Success & COO

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    Retention Specialist • Cape Coral, FL, US