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Inbound Media · 13 hours ago

Client Experience & Retention Lead

United States

Full-time

Remote

Mid, Senior Level

Inbound Media is a fast-growing performance marketing company seeking a Client Experience & Retention Lead to manage client relationships and retention strategies. This role involves cross-functional collaboration to enhance client experiences and ensure long-term success with the company's services.

Marketing & Advertising

Responsibilities

Client retention strategy and renewal support

Client communication standards and expectation setting

Churn & risk identification using client health indicators

Client sentiment tracking and relationship health scoring

Reputation & review protection workflows

Mitigation SOP enforcement

Risk flagging rules and escalation frameworks

Feedback loops to ops, product, and sales

Sales feedback on client fit and expectation alignment

Escalation playbooks and objection-handling frameworks

Qualification

Client retention strategyClient communication standardsChurn & risk identificationClient sentiment trackingProcess-orientedCommunicatorBoundary settingBuilding systems

Required

Experience in client success, account management, renewals, retention, or save teams

Strong communicator who can navigate high-stakes or complex conversations

Process-oriented and comfortable working with metrics and dashboards

Comfortable setting boundaries while preserving relationships

Interested in building systems and improving client experience at scale

Company

Inbound Media

INBOUND is a full-service digital marketing agency specializing in leading-edge marketing solutions that connect businesses with their ideal customers.

Miami, FL, US

11-50 employees

https://www.inboundmedia.co/

Funding

Current Stage

Early Stage

Leadership Team

Kyle O'Connor

Co-Founder

Company data provided by crunchbase