[Hiring] Client Relationship & Retention Specialist @AI Acquisition

Role Description

We are looking for a Client Relationship & Retention Specialist to take ownership of complex customer situations where there is a risk of disengagement, cancellation, refund, or loss of trust. This is a high-accountability, client-facing role requiring strong judgment, confident phone communication, commercial awareness, and the ability to remain calm and effective in difficult situations.

• Investigate the full customer journey and identify the true cause of an issue.
• Work directly with customers to help them regain confidence and move forward.
• Look beyond the immediate complaint to understand the driving concern.
• Troubleshoot appropriate issues directly and coordinate across internal teams.
• Maintain ownership of the customer relationship through resolution.
• Build trust quickly and lead challenging conversations confidently.
• Help customers move toward a constructive next step without pressure or manipulation.

Qualifications

• Previous experience in consultative or high-ticket sales/closing.
• Experience in Customer Retention, Customer Success, Account Management, Escalations, Complaints, Dispute Resolution, or Service Recovery.
• Strong conversational influence and call control.
• Ability to build rapport with frustrated or skeptical customers.
• Comfortable leading difficult and emotionally charged conversations.
• Able to listen carefully while challenging unhelpful conclusions.
• Persuasive without relying on pressure or unsupported promises.
• Strong investigative and problem-solving skills.
• Good commercial judgment and understanding of customer value and retention.
• Strong organization, attention to detail, and written documentation skills.
• High level of integrity and sound judgment.
• Reliable, resilient, coachable, and willing to review calls and feedback.

Requirements

• Comfortable taking personal ownership of a customer issue.
• Able to manage multiple complex customer cases and priorities simultaneously.
• Ability to diagnose practical, technical, delivery, expectation, or mindset blockers.
• Maintain clear and accurate records of conversations and outcomes.
• Identify recurring causes of disengagement and recommend improvements.

Benefits

• Full-time opportunity.
• Independent Contractor Agreement.
• $6,000–$8,000 USD monthly base, depending on experience.
• Additional monthly performance incentive based on results.
• Fully remote.
• Opportunity to grow into broader Client Operations, Customer Success, senior, or team-lead responsibilities.