Client Retention Manager

VELOX Media is a performance-based digital marketing agency focused on driving ROI for our B2B clients. We’re looking for a Client Retention Manager to play a critical role in maintaining and growing strong relationships with our client base. This person will be hyper-focused on improving processes, reducing client attrition, and working closely with our sales and client success teams to deliver results.

As the Client Retention Manager, your primary responsibility will be to reduce client churn and increase retention by ensuring clients are receiving optimal value from our services. You’ll collaborate with the sales and client success teams to analyze client needs, implement data-driven strategies, and ensure long-term satisfaction and loyalty. Your role will be pivotal in refining processes that support retention, building strong relationships, and driving the long-term success of our clients.

To get an interview for this position, you must be:

• A motivated, results-oriented team player who can successfully collaborate with various personality types and communicate across all levels of the organization.
• A self-starter who can think critically, juggle multiple tasks, and excel in a fast-paced environment.
• A strategic thinker who can swiftly develop a point of view on market opportunities for each solution area and move quickly to take action.
• Comfortable with ambiguity and a “build-it-as-we-go” mentality. If you’re looking for a standard toolkit and clear-cut direction, this role isn’t for you. We seek an overachiever who loves what they do.
• A people person who thrives on internal and external collaboration. You’re not afraid to approach new people, pitch what we do, and handle being ignored—it’s part of the job.
• A great listener and humble collaborator, always eager to learn from internal teams and external subject matter experts.

This is a full-time in-house position at our office in Boise, Idaho.

Position Responsibilities

• Develop and implement data-led strategies for reducing churn and enhancing client retention in a B2B context.
• Collaborate closely with the client success team and sales team to ensure client goals are being met and that they are getting the value they expect from our services.
• Monitor and analyze key performance metrics for client satisfaction, identifying potential churn risks and proactively addressing them.
• Build and maintain strong relationships with clients to foster loyalty and long-term business relationships, leading to retention and upsell opportunities.
• Implement and oversee automated processes for identifying churn precursors, allowing proactive communication with clients at risk of disengagement.
• Conduct regular check-ins with key accounts to discuss performance, goals, and opportunities for further engagement.
• Collaborate with the sales team on upsell and cross-sell opportunities by understanding client pain points and presenting tailored solutions.
• Analyze reasons for client attrition, develop offboarding processes, and conduct exit interviews to gather insights for continuous improvement.
• Create and optimize processes, run revenue contribution reports around contract renewals, ensuring that clients are engaged well in advance of renewal dates to renegotiate terms and maintain the partnership.
  

Qualifications

• Deep knowledge of digital marketing channels: Familiarity with SEO, SEM, paid search, and other digital marketing strategies that drive B2B growth and success.
• Excellent leadership and communication skills: Proven ability to lead cross-functional teams and communicate effectively with internal stakeholders and clients.
• Strong analytical and problem-solving abilities: Ability to analyze client data, identify trends, and develop strategic solutions to enhance client retention.
• Ability to build and maintain relationships with agency partners: Strong interpersonal skills with the capacity to nurture long-term business relationships and foster loyalty.
• Results-oriented with a track record of meeting or exceeding sales targets: Demonstrated history of driving client success, increasing retention, and contributing to revenue growth.
  

Requirements:

• Bachelor’s degree, preferably in Marketing/Advertising or equivalent combination
• of education and experience.
• 3+ years of digital marketing and/or agency experience.
• 3+ years of experience in B2B client success, client support, or a related field.
• Excellent communication and relationship-building skills, with a proven ability to translate client conversations into long-term business partnerships.
• Strong experience with churn reduction strategies and the ability to apply these tactics in a B2B environment to retain key accounts.
• High emotional intelligence and the ability to empathize with clients while balancing their needs with business goals.
• Strong analytical and project management skills, with the ability to monitor client health metrics and drive action.
• Experience with automation tools, CRM systems, and other software solutions used to monitor and enhance client relationships.
• A strategic mindset focused on continuous improvement and long-term success for both clients and VELOX Media.

Skills

• Client Relationship Management
• Churn Prevention Strategies
• Sales Collaboration
• Data-Driven Decision Making
• Project Management
• Communication & Negotiation
• CRM Proficiency
• Problem Solving
• Adaptability & Resilience

What's our culture like?

We're kind of like one big (or small depending on where you're from) family. We like to work hard and have fun. We're serious about getting it right and have a lot of laughs along the way. Accountability is huge for us because the buck stops here. We don't make excuses. We're persistent and persuasive, thrive on strategy, and "always striving for greatness" is the name of our game.

Benefits

• Highly Competitive Salary
• Health Insurance & Dental Benefits with Company Match
• 401k with Company Match
• Open Environment – Family Focused
• Flexible Work Environment
• Generous Paid Time Off
• Downtown Boise Office
• Brand New World-class Gym (In-House)
• Personal Training (In-House)