Client Retention Manager

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.

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

Qualifications

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.

Cultural 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.