Client Retention & Sales Specialist

ABOUT US:
7Figures is a leading marketing agency serving over 700 clients nationwide, with a team of 50+ employees and $10M in annual revenue. Our mission is to help Doctors, Lawyers, & Accounting professionals grow their practices using cutting-edge marketing, advertising, and sales solutions. We do this under our three brands; 7FigureDocs, 7FigureLaw, & 7FigureCPA. As we continue to scale, we’re looking for a driven, emotionally intelligent, and solutions-oriented Client Success Manager (CSM) to protect our client relationships, uphold retention, and solve high-impact client concerns.

ROLE OVERVIEW:

This isn’t your average account manager role. You are the firefighter, the fixer, and the face of solutions. You’ll be on the front lines of client retention — responsible for handling our highest-risk accounts, urgent escalations, and clients who are dissatisfied or threatening to cancel. Your goal is to turn frustration into satisfaction and convert threats into long-term loyalty.

This is a high-stakes, high-reward position for someone who thrives under pressure, communicates exceptionally well, and knows how to “resell” the value of our services during times of doubt.

RESPONSIBILITIES:

🔥 Client Firefighting & Retention

• Take ownership of all cancel-threat and escalated client cases the same/next day.

• Maintain a "Save Rate" of 33% or higher for at-risk clients.

• Proactively identify red flags across active accounts and intervene early.

• Handle urgent matters (billing complaints, strategy misalignment, miscommunication) with precision and professionalism.

🗣️ Client Communication & Re-Selling

• Reaffirm the value of our service and “re-close” clients during periods of dissatisfaction.

• Conduct live Zoom calls, loom videos, and written responses that calm, clarify, and compel clients to stay.

• Collaborate with Account Managers and Billing to create recovery plans, negotiate resolutions, and reinforce our commitment to success.

💡 Strategy, Insights & Internal Collaboration

• Work hand-in-hand with the VP of Client Success to execute client retention strategies.

• Keep a pulse on client satisfaction trends and provide feedback loops to internal departments.

• Contribute to cancel-threat reporting, client satisfaction metrics, and weekly team recaps.

💬 Cross-Functional Coordination

• Partner with Sales, Billing, and Fulfillment teams to diagnose issues and recommend improvements.

• Sit in on critical onboarding calls or "save-the-account" meetings when needed.

• Participate in weekly leadership syncs and client success meetings.

📊 Monday Board Management

Oversee the company’s client journey board in Monday.com — proactively identify and resolve bottlenecks by collaborating closely with Account Managers and communicate directly with the clients.

QUALIFICATIONS:

• 3+ years in a client success, account management, or sales role (agency experience is a plus). Sales training is a must.

• Proven ability to manage escalations, resolve conflict, and drive retention

• Strong persuasive communication skills – verbal and written

• High emotional intelligence and a solutions-first attitude

• Comfortable with a fast-paced, demanding, and dynamic work environment

• MUST HAVE THICK SKIN

COMPENSATION & BENEFITS:

• Base with an uncapped commission plan with $100K+ OTE

• Work closely with executive leadership and directly impact company retention metrics

• Remote flexibility with standard EST availability

• Growth path into Senior Client Success, Sales Leadership, or Strategy

• 50% Medical Benefits coverage for Gold Plan United Healthcare

• 401k optional

WHO THIS IS FOR:

This role is for someone who loves high-stakes conversations, hates losing clients, and thrives in chaos with structure. You're the type who stays calm under pressure, sees objections as opportunities, and genuinely loves helping people win — even when they’re angry.

The CSM t is responsible for proactively engaging with clients to reduce churn, increase lifetime value, and recover at-risk accounts. This role combines a base salary with call-based incentives and high-value commissions on saves, upsells, and resolution wins.

Internal Title: Client Success Manager

Location: Remote (USA preferred)
Compensation (OTE): $100,000+
Reports to: Vice President of Client Success & COO