Client Relationship & Retention Specialist in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Relationship & Retention Specialist based in United States .

As a Client Relationship & Retention Specialist, you will take ownership of complex customer situations where trust, engagement, or long-term retention may be at risk.
You will work directly with customers to understand the full context behind their concerns and identify the true root cause of each issue.
The role combines consultative communication, investigative problem-solving, commercial judgment, and strong relationship management.
You will lead challenging conversations with empathy and confidence, helping customers regain clarity and identify constructive next steps.
You will collaborate across teams to resolve practical, technical, delivery, financial, and expectation-related issues while maintaining ownership of the relationship.
Your work will directly contribute to customer retention, improved experiences, and stronger long-term customer value.
This is a high-accountability, fully remote opportunity for someone who thrives in complex situations and can influence outcomes without relying on pressure or manipulation.

• Take ownership of at-risk customer cases involving dissatisfaction, disengagement, cancellation, refund concerns, or loss of confidence.
• Contact assigned customers promptly by telephone, using SMS and email when appropriate to maintain effective communication.
• Review the customer's complete journey and history before making contact to understand the context, previous interactions, and potential sources of concern.
• Build rapport and establish trust quickly, particularly when speaking with frustrated, disappointed, uncertain, or skeptical customers.
• Diagnose practical, technical, delivery, expectation, and other underlying blockers to identify the true root cause of customer concerns.
• Troubleshoot appropriate issues directly and coordinate with internal specialists when additional expertise or action is required.
• Lead calm, confident resolution and de-escalation conversations while maintaining empathy and professional control.
• Distinguish between the immediate complaint and the underlying issue to determine the most appropriate resolution path.
• Help customers reconsider unhelpful conclusions when appropriate while acknowledging and addressing legitimate concerns.
• Reconnect customers with their original goals and help establish a clear recovery plan with specific next actions.
• Correct misunderstandings clearly and respectfully without becoming defensive or argumentative.
• Use consultative influence and sound judgment to restore customer confidence without applying pressure, manipulation, or making unsupported commitments.
• Balance customer experience, commercial considerations, and the facts of each situation when determining the appropriate course of action.
• Collaborate with Onboarding, Technology, Delivery, Sales, Finance, and other internal teams to resolve customer issues.
• Maintain ownership of the customer relationship throughout the resolution process rather than simply transferring customers between departments.
• Use approved support options or concessions when appropriate and properly justified.
• Escalate continued refund requests and complex cases through the appropriate internal processes.
• Keep customers informed throughout the resolution process and communicate clearly about outstanding actions and expectations.
• Maintain accurate records of customer conversations, decisions, commitments, actions, and outcomes.
• Identify recurring causes of dissatisfaction, disengagement, and refunds and recommend practical improvements to reduce future issues.

• Previous experience in consultative or high-ticket sales, closing, customer retention, customer success, account management, escalations, complaints, dispute resolution, service recovery, or another high-touch client-facing role.
• Strong conversational influence and call-control skills, with the ability to confidently guide customers toward constructive next steps.
• Proven ability to build rapport with frustrated, disappointed, uncertain, or skeptical customers.
• Comfortable leading difficult, sensitive, and emotionally charged conversations while remaining composed and professional.
• Strong active listening skills combined with the confidence to challenge an unhelpful conclusion when appropriate.
• Ability to distinguish legitimate customer or business issues from assumptions and investigate concerns objectively.
• Persuasive and consultative communication style without relying on pressure, manipulation, or unsupported promises.
• Strong investigative and problem-solving abilities, with a focus on identifying root causes rather than simply addressing surface-level complaints.
• Comfortable troubleshooting practical issues and coordinating with multiple teams when additional expertise is required.
• Strong commercial judgment and understanding of customer value, retention, and financial impact.
• Excellent organizational skills, attention to detail, and written documentation abilities.
• Demonstrated ownership and accountability when managing customer issues across multiple teams.
• Ability to manage several complex customer cases and competing priorities simultaneously.
• High level of integrity, sound judgment, and discretion when determining appropriate resolutions.
• Reliable, resilient, coachable, and receptive to feedback.
• Willingness to review customer interactions and calls to continuously improve communication, problem-solving, and retention skills.

• Full-time opportunity.
• Independent Contractor Agreement.
• Monthly base compensation of USD $6,000–$8,000, depending on experience.
• Additional monthly performance-based incentive tied to results.
• Fully remote work environment.
• Opportunity to grow into broader Client Operations, Customer Success, senior, or team-lead responsibilities.
• High level of ownership and autonomy in managing complex customer relationships.
• Opportunity to develop advanced skills in customer retention, consultative communication, escalation management, and commercial problem-solving.