Retention Manager
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<meta><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:17pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:17pt;white-space:pre-wrap;">About the role</strong></b></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin-right:0px;margin-left:0px;padding:0px;"=""><span style="white-space:pre-wrap;">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.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin-right:0px;margin-left:0px;padding:0px;"=""><span style="white-space:pre-wrap;">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.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin-right:0px;margin-left:0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin-right:0px;margin-left:0px;padding:0px;"=""><span style="white-space:pre-wrap;">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.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:10pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:17pt;white-space:pre-wrap;">What you'll do</strong></b></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:11pt;white-space:pre-wrap;">Team Leadership</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Lead a team of Retention Specialists, owning their day-to-day performance, development, and the quality of their client interventions</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Run regular 1-on-1s, call reviews, and coaching sessions with your direct reports; give direct, specific feedback and hold a high standard</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">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</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Onboard and ramp new Retention Specialists as the team grows</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Identify gaps in your team's skills and close them through coaching, training, and process improvement</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin-right:0px;margin-left:0px;padding:0px;"=""><b><strong style="white-space:pre-wrap;">Retention Strategy</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Own the retention function at RLS: define how it works, what it measures, and how it improves over time</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">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</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Monitor client health signals at a portfolio level, ensuring at-risk accounts are identified and assigned before they reach a crisis point</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Report on retention outcomes to leadership: churn trends, intervention success rates, patterns in why clients leave, and recommendations for systemic fixes</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Identify root causes of client dissatisfaction that go beyond individual accounts and surface them to the relevant teams</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Partner with Client Success and leadership to ensure the retention function is integrated with, not siloed from, the broader client experience</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin-right:0px;margin-left:0px;padding:0px;"=""><b><strong style="white-space:pre-wrap;">Client Escalations</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">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</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">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</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:10pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="white-space:pre-wrap;">,</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:10pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:17pt;white-space:pre-wrap;">What we're looking for</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><b><strong style="white-space:pre-wrap;">5+ years of B2B client-facing experience</strong></b><span style="white-space:pre-wrap;"> in account management, customer success, client retention, or a related field, with a meaningful portion of that time spent handling at-risk or churning accounts</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><b><strong style="white-space:pre-wrap;">Team management experience is required.</strong></b><span style="white-space:pre-wrap;"> You have led a team of client-facing professionals, coached them through difficult situations, and are accountable for their results. This is non-negotiable.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><b><strong style="white-space:pre-wrap;">Excellent spoken and written English.</strong></b><span style="white-space:pre-wrap;"> You will be representing RemoteLegalStaff in the most difficult client conversations we have. Clarity, authority, and composure under pressure are non-negotiable.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Proven ability to build and improve processes, not just execute them; you have owned a function before and made it better</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Strong data orientation; you track what matters, report on it clearly, and use it to make decisions</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Deeply comfortable with hard conversations; you can take accountability without being defensive, rebuild trust that has been damaged, and stay steady when a client is not</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Available to work U.S. business hours with a start time between 6:00 AM and 8:00 AM PST</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Highly organized with the ability to manage both team-level priorities and individual escalations simultaneously without either slipping</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Good judgment on when to escalate internally, when to hold the line with a client, and when an account is not recoverable, and the courage to act on that judgment</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Confident and poised when speaking with attorneys and legal professionals at the most senior levels, our clients are lawyers, and the escalations that reach you are not the easy ones</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Collaborative and effective with cross-functional partners; your relationships with Client Success and leadership directly determine how effective the retention function is</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Self-starter who can operate with significant autonomy and doesn't need the strategy to be handed to them</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Preferred backgrounds: staffing, professional services, financial services, or other service-based B2B environments</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Experience in the legal industry is a plus, but not required</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Previous remote or hybrid work experience required; fully remote experience strongly preferred</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:10pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:17pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:17pt;white-space:pre-wrap;">What success looks like</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">In your first 90 days, you will have a clear read on the current state of the retention function: what is working, what is not, and what needs to be built. You will have taken ownership of your team, established your standards, and begun executing retention interventions directly on the most critical accounts. Leadership will trust your read on the portfolio and your plan for improving it.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Over time, success means measurable improvement in client retention rates, a team that performs consistently and develops under your leadership, a playbook that actually reflects how great retention is done at RLS, a Client Success team that is meaningfully better at handling escalations because of the coaching and training you've invested in them, and a seat at the table when leadership is making decisions that affect the client experience.</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:10pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:17pt;white-space:pre-wrap;">What we offer</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Fully remote position with a flexible work schedule</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Competitive base salary </span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Annual performance bonus</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Anniversary loyalty bonuses </span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Company-sponsored health insurance</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Generous PTO that increases with tenure (up to 30 days per year)</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Birthday PTO day</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">7 U.S. paid holidays</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">5 paid sick days per year</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Bereavement leave</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Additional unpaid personal leave available</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Home office stipend for equipment and workspace upgrades</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Computer replacement stipend</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Monthly internet allowance (increases with tenure)</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Professional development and training programs</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Education support for high performers</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">A collaborative, supportive team culture where people are genuinely invested in each other's success</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">A fast-moving environment where your work has real visibility and direct impact</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Clear path to growth: we promote from within and reward people who perform</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:10pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:17pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:17pt;white-space:pre-wrap;">How to apply?</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Start your application message with </span><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">B2B</strong></b><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;"> or </span><b><strong style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">B2C,</strong></b><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;"> depending on where your primary client management experience lies. Then, in 2–3 sentences, describe your background — the industry you worked in, the type of clients you managed, and the scope of your accounts. </span><i><b><strong style="color:rgb(0,0,0);font-size:11pt;font-style:italic;white-space:pre-wrap;">Applications that do not follow this format will not be reviewed.</strong></b></i></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:17pt;white-space:pre-wrap;">How our hiring process works:</strong></b></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">We are a fully remote company, and our hiring process reflects that. The first stages are completely asynchronous: no surprise calls, no scheduling pressure. You will complete a short written application and, if selected, move through an async assessment at your own pace. Candidates who advance through the initial stages will then be invited to schedule a live interview. </span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">We communicate clearly at every step and respect your time throughout</span><span style="font-size:11pt;white-space:pre-wrap;">!</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p>
