Client Retention Manager

Location: Remote (Africa preferred; UK/US considered)
Contract: Full-time

Mission

To protect and grow Workspace Global’s recurring revenue by ensuring clients achieve clear outcomes, remain engaged, and continue their relationship with the company over time.

The Client Retention Manager owns churn prevention, renewal health, and client confidence. This role works closely with agency owners, accelerator managers, and business leaders and is accountable for keeping clients satisfied, retained, and willing to expand their engagement with Workspace Global. Workspace typically works with 50 - 100 clients annually.

What Success Looks Like (Outcomes)

Within the first 6–12 months, the Client Retention Manager is expected to:

Maintain monthly repeated spending across 95% of our client base each month.
Drive strong renewal and retention rates across subscription clients
Increase net revenue retention through project expansions, renewals, and longer-term engagements
Ensure clients feel proactively informed, supported, and confident in delivery
Convert a meaningful percentage of satisfied clients into advocates, including video testimonials, Google/Trustpilot reviews, referrals, or case studies.
Build a reliable client health and retention reporting system

Anchor 1

Core Responsibilities

Client Retention & Relationship Ownership

Serve as the senior point of accountability for ongoing client relationships
Build trust-based relationships with agency owners, accelerator managers, and business leaders
Proactively manage client expectations, risks, and satisfaction throughout the lifecycle
Identify early churn signals and intervene decisively to protect retention

Renewal, Expansion & Revenue Protection

Lead renewal conversations with clarity and confidence
Identify opportunities for account expansion, upgrades, or extended engagements
Partner with internal teams to ensure value delivery supports retention outcomes
Treat retention as a core revenue function, not a support activity

Client Communication & Experience

Ensure communication standards are consistently high across all client touchpoints
Oversee timely updates, clarity of delivery timelines, and responsiveness
Act as the buffer between clients and internal teams when issues arise
Maintain professionalism and composure in high-pressure or sensitive client situations

Client Advocacy & Trust Building

Actively secure client advocacy assets such as video testimonials and written feedback
Encourage referrals from satisfied clients in a natural, relationship-led way
Collaborate with Marketing and Operations to translate client success into proof of value
Ensure advocacy reflects genuine outcomes, not surface-level endorsements

Team Leadership & Oversight

Lead and manage a growing Client Success team, including interns or associates
Set expectations, workflows, and accountability standards for the team
Coach team members on client communication, follow-through, and professionalism
Ensure no client request, message, or deliverable is missed

Systems, Reporting & Process Discipline

Set up, manage, and maintain CRM and client tracking systems
Monitor account health, engagement, and retention metrics
Produce regular retention, risk, and performance reports for leadership
Strengthen documentation habits and operational discipline within the CS team

Anchor 1

Key Performance Indicators

Client churn and renewal rates
Net revenue retention
Client satisfaction and confidence indicators
Quality and timeliness of communication
Number and quality of client advocacy assets
CS team responsiveness and execution quality

Qualifications & Attributes

5+ years experience in Client Retention, Account Management, or Client Success
Proven experience managing multiple client accounts simultaneously
Strong background working with senior, commercially aware clients
Experience setting up or managing CRM and client tracking systems
Calm, structured, and professionally assertive communication style
Strong judgment and ability to handle difficult conversations with maturity
Comfortable working independently in a remote, fast-paced environment
Experience in creative agencies, branding, marketing, or subscription-based services is strongly preferred.

Anchor 1

Values & Culture Fit

At Workspace Global, we are intentional about building a culture of ownership, excellence, and delivery. The successful candidate will demonstrate the following:

Ownership & Accountability

Takes full responsibility for client outcomes, decisions, and follow-through. Does not wait to be chased or managed.

Delivery First

Prioritises execution and results over activity. Focused on doing the work that directly improves client retention and satisfaction.

Data-Driven

Uses data, reporting, and insights to inform decisions, track performance, and identify risks and opportunities early.

Customer Obsessed

Genuinely committed to client success, retention, and long-term value — not transactional relationship management.

Predictable Delivery

Values consistency, systems, and process to ensure clients receive a reliable, high-quality experience every time.

Collaboration

Works effectively across teams, communicates clearly, and contributes to shared goals rather than operating in silos.

Growth Mindset

Open to feedback, continuous improvement, and change. Willing to challenge existing systems and processes constructively when they no longer align with company strategy or mission — and to help build better ones.

Perks & Benefits

Fully remote role with flexible working hours
Opportunity to own and shape Workspace Global’s retention function
Direct collaboration with leadership on revenue protection and growth
Exposure to global clients across Africa, the UK, and the US
High-trust environment with real responsibility and autonomy

APPLY NOW ➔