Company: The Contractor Consultants (TCC)
Employment Type: Full-Time
Location: Remote (USA-based)
Schedule: 7:00 am - 5:00 PM ESTCompensation: $90,000 - $140,000 per year + performance-based bonuses
About the RoleAt The Contractor Consultants (TCC), we empower businesses by delivering expert hiring solutions. We streamline the hiring process for construction companies by managing job postings, candidate vetting, interviews, and background checks. We offer flexible, flat-rate pricing without long-term contracts, allowing businesses to focus on growth while they handle the recruitment workload.
We are seeking a Client Retention Manager to take full ownership of client retention. This role is critical to reducing churn, improving customer experience, and increasing revenue retention. The Client Retention Manager will analyze churn trends, implement proactive retention strategies, and optimize the overall client experience through every touch point. The ideal candidate has experience scaling and managing teams in a B2B service-based organization, with a proven track record of reducing churn in a high-touch client environment.
This position requires strong leadership, analytical thinking, and hands-on coaching to ensure that our client-facing teams are driving meaningful retention strategies. It's an opportunity for a proven leader to directly impact revenue and scale a growing team.
You will work cross-functionally with Product, Sales, and Operations to improve customer satisfaction and overall business outcomes.
Key ResponsibilitiesChurn Prevention & Reduction
- Analyze client churn data, identify trends, and develop strategies to lower churn rates in line with monthly targets.
- Conduct weekly churn reviews, including deep dives into client cancellations and service issues.
- Own and present weekly churn reports to leadership with insights and recommendations.
- Take accountability for taking churn improvement recommendations from idea to implementation.
Client Experience & Success Strategy
- Implement proactive client engagement strategies, ensuring high retention and satisfaction.
- Work closely with Sales and the Client Success teams to align client and company expectations and prevent mis-sold services leading to churn.
Training & Coaching
- Lead 1:1 coaching sessions with key client-facing employees to improve retention efforts.
- Develop and standardize training for account managers, client success specialists, and other teams to improve retention skills.
- Implement role-playing sessions for handling difficult client conversations and renewals.
Cross-Functional Collaboration
- Work with leadership within the Fulfillment team to identify feature improvements that enhance customer retention.
- Partner with the Talent Acquisition Manager to ensure we are hiring the right high-performing team members to better service clients.
Performance Metrics & KPIs
- Own the raw churn and net churn KPIs.
- Track and report on key retention metrics, client sentiment, and engagement.
Ideal Candidate Profile- 8+ years of experience in client success, retention, or customer experience leadership in a B2B environment.
- Proven experience in reducing churn and improving customer retention in a service-based company.
- Experience managing and scaling teams to 100+ employees.
- Strong analytical mindset-able to analyze churn data, identify trends, and develop actionable insights.
- Experience with coaching, training, and managing client success teams.
- Excellent communication skills and ability to influence leadership and cross-functional teams.
- Familiarity with churn analysis tools.
Compensation & Benefits- Base Salary: $90,000 - $140,000 per year
- Performance-Based Bonus: Based on churn reduction goals
- Comprehensive benefits
- Remote work flexibility
- Professional development and training budget
