Client Retention Manager

Job Summary

Owning the net revenue retention strategy, the full-time remote Client Retention Manager will build and lead a team focused on client renewals, manage high-value accounts, and drive retention initiatives aligned with portfolio growth goals.

Key responsibilities

• Develop and execute a comprehensive client retention and renewals strategy, ensuring accountability for net revenue retention and gross renewal rates
• Lead and mentor a team of Retention Managers and Renewal Specialists, establishing performance standards and coaching practices
• Oversee the renewal lifecycle and negotiate complex agreements, collaborating with Sales, Legal, and Finance teams

Required qualifications

• 7+ years of experience in client success, renewals, or account management within a B2B SaaS environment, including 3 years in a management role
• Proven track record of exceeding net revenue retention targets across a multi-million dollar book of business
• Expertise in Gainsight, including health score configuration and reporting
• Demonstrated experience negotiating high-value SaaS renewals with C-suite stakeholders
• Strong analytical skills, comfortable with retention forecasting and churn analysis