Requirements
We are looking for a proven Client Success leader with a strong track record of driving down churn in an agency or B2B service environment.What You’ll Do:Run the Client Retention Engine: Build, refine, and enforce our standard 0–100 day client journey. Ensure clear activation criteria are met so every account hits key early milestones that systematically eliminate early-stage churn.Master High-Stakes Escalations & Save Plays: Serve as the primary escalation point for at-risk accounts. Design and execute structured save plays the moment a client’s results, trust, or satisfaction begin to slip.Standardize Churn-Reducing Behaviors: Implement and strictly enforce retention protocols across the team—including standardized exit interviews, quarterly strategic reviews (QBRs), proactive check-ins, and rigorous health-score tracking. Turn these into non-negotiable checklists.Train & Manage Account Managers: Lead, coach, and upskill Account Managers to drive retention outcomes. Build their muscle in expectation-setting, client education, value reselling, and navigating tough conversations, while aligning their scorecards directly to churn, expansion, and CSAT targets.Analyze Data & Optimize the System: Deeply analyze churn trends and retention cohorts to provide actionable feedback that tightens our Ideal Client Profile (ICP), refines service delivery, and adjusts commercial terms to hit our target of 3% monthly churn.Is This Role Right For You?If you answer “YES” to all these, we'll be a great fit:You have serious runs on the board in B2B Client Success, ideally scaling retention operating systems inside a high-growth agency or service business.You are a master of difficult conversations. You don't shy away from tense client calls or tough feedback; you run toward them with empathy, clarity, and a solution-oriented plan.You love systems as much as you love people. You know that great client success isn't built on good vibes alone—it relies on tight SOPs, health scores, checklists, and disciplined execution.You are a natural coach and talent developer. You take pride in leveling up your team's commercial acumen, teaching them how to frame value, set boundaries, and spot expansion opportunities naturally.You are obsessed with metrics. Churn rate, LTV, and NPS are numbers you live and breathe, and you know how to reverse-engineer operational behaviors to move those metrics in the right direction.Your standards are unapologetically high. You naturally push account management performance from "satisfactory" to exceptional, establishing an elite standard for how clients are managed and retained.
Description
We are seeking the commercially sharp, operational, and client-obsessed Head of Client Success & Retention of our dreams to lead our client retention strategy, protect agency revenue, and build a world-class post-sale client experience.In this role, you won't just track retention metrics from a dashboard; you will hold the keys to how we onboard, nurture, retain, and win back our clients. Your mission is simple but crucial: build a repeatable, bulletproof retention engine that moves our net churn toward a strict 3% target while elevating client satisfaction at every step.You will lead, coach, and elevate our Account Management team while working closely with our operations and delivery leads. Reporting directly to the executive leadership team, you will own the client lifecycle and turn high-touch agency service into a structured, predictable system.This isn't a job for a passive account administrator or someone who hides behind email updates when an account goes quiet. You understand that client retention comes down to clear expectations, rapid time-to-value, relentless account health tracking, and having the tough strategic conversations before a client ever thinks about leaving. From operationalizing our 0–100 day client journey to stepping into the ring for high-stakes save plays, you are the ultimate guardian of client trust and Lifetime Value (LTV).If you are a systems-driven client leader who loves data, thrives on execution, and gets a rush from turning at-risk accounts into long-term agency advocates, this role is built for you.About SEO SherpaSEO Sherpa is one of the fastest-growing organic SEO agencies in the Middle East and North America. We've been featured by Moz, Search Engine Journal, Semrush, Entrepreneur Magazine, and Forbes, and our work has been recognized through the most coveted awards in search:Global Search Awards Best Large SEO Agency (2023)MENA Search Awards Best Large SEO Agency (2025, 2024, 2023, 2022, 2020 & 2018)Five-Time MENA Best SEO Campaign WinnerThe SEO Sherpas are a fun-loving bunch of digital geeks delivering organic, hand-crafted SEO to more than 100 clients worldwide. We've helped companies like Amazon, Pretty Little Thing, Citibank, Harper's Bazaar, Nissan, Pizza Hut, Standard Chartered, Guinness World Records, Bulletproof, Aramex, and dozens of growth firms reach the highest heights of search.Workplace Awards:#7 Best Workplace in the Middle East 2023#11 Best Workplace for Women 2022#8 Best Workplace in Media, Advertising, and Marketing 2024Note: This is a full-time, hybrid position based in Dubai, United Arab Emirates. If you're not in Dubai yet, don't sweat it—we handle relocation costs, flights, visas, and your initial accommodation to get you settled seamlessly.