Client Experience Specialist

Luxury Presence

. Retain clients who have requested to cancel .

Posted 10/14/2026full-timeUnited StatesJuniorMid-Level💰 $65,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client retention strategies, with a strong focus on communication, organization, and the ability to manage multiple projects effectively. Proven track record in driving KPIs related to account retention and growth within the SaaS and real estate sectors.

Highest-signal resume keywords

Client RetentionKPI ManagementVerbal CommunicationCross-Functional CollaborationReal Estate Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Retention StrategiesData Quality AssuranceProject ManagementSaaS ExperienceSoftware ProficiencyWeb-Design KnowledgeMarketing ExperienceChurn AnalysisAccount ManagementProductivity Tracking

Soft Skills

Active ListeningCustomer EmpathyAdaptabilityOrganizationStress Management

Industry Keywords

Residential Real EstateReal Estate TechnologyAccount Save RateChurn RateARR Metrics

About the role

Key responsibilities & impact

Retain clients who have requested to cancel
Handle difficult client conversations and identify solutions to retain clients
Quickly build rapport and trust, raise objections, and find solutions
Manage multiple projects and challenges across different timelines
Assess situations, gather relevant information, and swiftly find solutions
Conduct proactive outreach through high-level verbal and written communication
Ensure data quality and thoroughly capture churn reasons
Develop long-term strategies supporting retention and expansion work
Work cross-functionally with teams throughout the organization
Track productivity, retention tasks completed, and time-to-completion SLA
Contribute to account save rate, saved ARR rate, rate of contraction ARR, and churn ARR below threshold metrics

Requirements

What you’ll need

2-3 years in a client retention role, preferably at a SaaS company
Familiarity with the residential real estate industry and hands-on experience working with real estate agents and/or real estate technology is a plus
Experience driving towards KPIs around retaining and growing client accounts
Consistent track-record of winning and saving clients
1+ years working with software, ideally web-design or development, or marketing
Strong verbal and written communication skills
Active listening and customer empathy
Organization, prioritization, adaptability, and ability to manage multiple timelines
Ability to work cross-functionally with every team throughout the organization
Ability to act with urgency
Ability to handle stressful and emotional client situations calmly
Start-up hustle and teamwork
Availability to work Mondays

Benefits

Comp & perks

33% performance bonus
Account Save Rate bonus
Saved ARR Rate bonus
Rate of Contraction ARR bonus
Team-based commission based on Churn ARR below Threshold