The SeatYou own the most commercially sensitive client relationships in the business. The ones where trust is fragile, stakes are high, and the wrong move costs more than a contract — it costs the relationship.This is not a support role. It is not a processing role. It is a senior commercial seat for someone who can walk into a difficult conversation, diagnose what's actually broken, and turn a client who is ready to walk into one who stays, re-engages, and expands.In the early weeks you will be close to the ground — learning the client base, understanding the patterns, and making sure nothing falls through. That proximity is the input. The retention outcomes you drive from it are the job.You report into senior leadership. You own the cases. You own the outcomes.The CompanyAI Acquisition is a multi-8-figure business helping founders and operators scale with AI. 3,000+ clients. 200+ mastermind participants. A sales and delivery engine built for speed and scale.Growth is happening faster than most companies ever see. This seat exists because the client base is scaling, the stakes per account are real, and we need someone senior enough to protect revenue and relationships at pace.What You Actually DoOwn the hard cases:Take full ownership of escalated client situations — from first signal through to resolution — applying structured thinking at every stage, not reactive problem-solvingDiagnose the root cause behind every at-risk engagement and build a targeted intervention before the situation deteriorates furtherNegotiate outcomes that protect the client relationship and the company's commercial interests — without compromising eitherMaintain meticulous case records that support continuity, accountability, and pattern recognition across the bookProtect and grow revenue:Monitor client engagement signals and identify early indicators of dissatisfaction or churn risk before they surface as formal escalationsDevelop and execute retention strategies that address underlying issues — not just surface-level complaintsWork cross-functionally with Customer Success, Sales, and Operations to close the gap between what was promised and what is being deliveredTrack and report weekly on retention metrics, case outcomes, revenue protected, and churn trends — with clear recommendations, not just dataBuild the function:Contribute to the development of retention playbooks, escalation frameworks, and client support systems that scale beyond youIdentify patterns across accounts that signal broader delivery or operational issues requiring interventionAct as the internal voice of the client — ensuring leadership and delivery teams understand the downstream cost of service gapsPropose and implement process improvements that reduce escalation volume and resolution time over timeRequirementsExperience5–8 years in a senior client-facing role — spanning client retention, revenue protection, customer success, or escalation handling within a high-growth service, agency, or tech-enabled businessProven track record managing complex, high-value client situations with measurable retention outcomesPrior exposure to cross-functional environments — working alongside Sales, Operations, and Leadership to resolve client issues at paceExperience contributing to retention policy, escalation frameworks, or client risk management systemsSkills & CompetenciesExpert-level negotiation and de-escalation — able to navigate emotionally charged, commercially sensitive conversations with composure and precisionCommercially sharp — understands the revenue impact of every decision and applies judgment accordingly, not just policyStrong analytical ability — reads retention data, identifies risk patterns, and turns insights into action fastExcellent written and verbal communication — clear, professional, and persuasive in every client-facing and internal contextMeticulous documentation habits — maintains thorough records that support continuity, accountability, and process improvementMindset & Behavioural FitSenior ownership mentality — operates independently, takes full accountability for outcomes, and doesn't wait to be managedSolutions-oriented and calm under pressure — approaches escalations with structure and clarity, not reactivityHigh commercial integrity — balances genuine client empathy with the company's financial interests without compromising eitherAI-native or highly AI-fluent — actively uses AI tools to enhance output quality, response speed, and documentation efficiencyProactive risk detector — spots churn signals early and acts before situations deteriorateDiscreet and professional — exercises sound judgment in handling confidential, sensitive, and commercially significant mattersYou Will Probably Not Fit If:You need a calm, structured environment with predictable, low-stakes caseloadsYou measure success by how many cases you close, not by how much revenue and trust you protectYou are more comfortable following a retention script than diagnosing what's actually wrongYou need to be managed through difficult conversations instead of leading themYou are looking for a transactional support role with clear escalation paths above youWhat You GetCompetitive compensation tied to retention and revenue protection outcomes you ownFully remote — US, UK, UAE, Canada, or AustraliaFull-time, stable role at a profitable bootstrapped company — no runway anxiety, no pivots every quarterDirect line to senior leadership that has built and scaled products past $100M in revenueReal growth track — perform in this seat and the scope expands: retention team lead, broader ops ownership, or a cross-functional leadership role
