Retention Manager

RemoteLegalStaff exists because there are incredibly talented legal professionals all over the world who've never had a shot at the U.S. legal market. We place and fully manage remote legal staff for U.S. law firms, hiring from Latin America, the Philippines, South Africa, and beyond. We're growing fast, and we don't just place people and disappear. We train them, manage them, go to bat for them, and help them build real careers. Our internal team is the engine behind all of it. You won't be a cog here. You'll be the reason someone on the other side of the world lands an opportunity that changes their trajectory. Are you interested in becoming part of this amazing team? Click apply! **About the role** We are looking for a Retention Manager to lead our client retention function: building the strategy, running the team, and personally stepping in when the stakes are too high to leave it to anyone else. In this role, you will own how RemoteLegalStaff retains its law firm clients. That means leading a team of Retention Specialists, developing the playbooks and processes they work from, tracking the health of the client portfolio at a macro level, and serving as the senior voice in the room when a major escalation cannot be resolved at the team level. You will work closely with Client Success and leadership to ensure that client dissatisfaction is caught early, addressed decisively, and, wherever possible, turned into a strengthened relationship. This is a strategic and operational role in equal measure. You will be expected to build, not just execute. You will define what good retention looks like at RLS, raise the standard of how your team performs, and be personally accountable for the outcomes across the entire at-risk portfolio. If you are someone who thrives on diagnosing problems, building systems, and coaching others to perform at a high level, this role was designed for you. **What you'll do** **Team Leadership** - Lead a team of Retention Specialists, owning their day-to-day performance, development, and the quality of their client interventions - Run regular 1-on-1s, call reviews, and coaching sessions with your direct reports; give direct, specific feedback and hold a high standard - Serve as the escalation point for situations your team cannot resolve independently; step in directly on major escalations that require a more senior presence and see them through to resolution - Onboard and ramp new Retention Specialists as the team grows - Identify gaps in your team's skills and close them through coaching, training, and process improvement **Retention Strategy** - Own the retention function at RLS: define how it works, what it measures, and how it improves over time - Build and maintain the playbooks, frameworks, and scripts your team uses to approach at-risk accounts, and update them as you learn what works and what doesn't - Monitor client health signals at a portfolio level, ensuring at-risk accounts are identified and assigned before they reach a crisis point - Report on retention outcomes to leadership: churn trends, intervention success rates, patterns in why clients leave, and recommendations for systemic fixes - Identify root causes of client dissatisfaction that go beyond individual accounts and surface them to the relevant teams - Partner with Client Success and leadership to ensure the retention function is integrated with, not siloed from, the broader client experience **Client Escalations** - Step in personally on the highest-stakes escalations: situations where the client relationship is at serious risk, where a Senior Account Manager has reached their ceiling, or where the outcome has a material impact on the business - Lead those conversations with composure, authority, and a clear plan; you are the most senior voice the client encounters in a crisis, and you need to be the reason they stay , **What we're looking for** - **5+ years of B2B client-facing experience** in account management, customer success…