Client Retention Manager at Wesley Group

Are you a natural leader who thrives on turning challenges into opportunities? As our Client Retention Manager , you'll be at the heart of what keeps our business growing - our clients. You'll lead the strategic vision and day-to-day excellence of our Client Retention department, building and empowering a team that's passionate about reducing churn and delivering an outstanding client experience.

This isn't just about putting out fires (though you'll be the go-to for the toughest escalations). It's about leading with empathy, digging into the data, optimizing processes, and creating a high-performance culture where your team - and our clients - can thrive. You'll partner closely with the Director of Client Support to ensure retention strategies are fully aligned with company goals, and you'll have the autonomy to make a real impact.

• Drive data-informed strategy by analyzing department-wide Salesforce data and KPIs to uncover trends, forecast retention rates, and deliver actionable insights to leadership.

• Build the playbook - develop and continuously refine processes, de-escalation protocols, and financial negotiation guidelines that keep the team consistent and operations running smoothly.

• Tackle the tough cases by problem-solving complex customer situations, including hardship cases, payment arrangements, and enrollment agreement disputes.

• Break down silos by collaborating with Sales, Resolution, and Client Support to share feedback and address the root causes of client dissatisfaction.

• Champion innovation by overseeing the rollout of new tools and technologies that streamline the retention process.

• Grow your team through regular performance reviews and development initiatives that fuel positive growth within the department.

• Be a client advocate - lead with empathy and serve as an additional escalation point and proactively conduct check-ins to get ahead of potential issues before they escalate.

• Maintain standards by ensuring all team members stay compliant with company and departmental policies and procedures.

• Be a proactive problem-solver - identify recurring client pain points and breakdowns by analyzing patterns and trends, and collaborate cross-functionally with the appropriate teams to communicate findings and develop solutions collectively.

• Stay ready to pitch in - take on additional responsibilities and contribute to special initiatives as they arise.

• Strong analytical and problem-solving mindset with the ability to identify recurring client challenges, communicate findings effectively, and collaborate with cross-functional teams to develop and implement solutions.

• Excellent time management and the ability to juggle multiple priorities without missing a beat

• Exceptional strategic thinking and conflict resolution skills, especially when the pressure is on

• High emotional intelligence - you can read a room, adapt your communication style on the fly, and build trust quickly

• Comfortable working independently and collaboratively within a team

• Strong sense of accountability - both for yourself and in holding others to clear expectations

• Outstanding written and verbal communication skills

• A professional, positive attitude

• Flexibility and adaptability when plans shift

• Sharp prioritization instincts with the good judgment to delegate when appropriate

• Keen attention to detail with a results-driven mindset

• Proficiency with Excel, Google Sheets, G-Suite, and NetSuite

• 6 months to 1 year of hands-on experience with Salesforce (or another CRM), with the initiative to identify and champion ways to better leverage the platform for the team

• 3-5 years of professional communications experience in an office setting, including polished written and verbal correspondence with strong grammar, spelling, and sentence construction

• 3-5 years of experience in a customer success, retention, or dispute-related role

• 1-2 years of leadership or management experience, ideally in a similar role

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