Client Success & Retention Manager

Role

Description:

Client Success & Retention Manager

Ecomlanders | UK (North West England preferred) | Fully Remote

Ecomlanders is a full-funnel CRO agency working with ecommerce brands to grow revenue through conversion, not increased ad spend. We are hiring a Client Success & Retention Manager to take ownership of the client relationship post-onboarding, from satisfaction and retention through to account growth.

The role

This is a senior, commercially focused position. You will own the ongoing client relationship, retention performance, and the natural expansion of accounts over their lifetime. It combines relationship management with genuine commercial responsibility, and is measured accordingly.

Key responsibilities

Retention. Own client retention as a measured outcome. Maintain client satisfaction, identify early signs of disengagement, and re-establish confidence proactively before it affects renewal. Performance against retention targets is directly linked to bonus.

Account growth. Develop a strong working knowledge of our offer, CRO methodology and funnel strategy in order to guide clients through the natural progression of their engagement, for example from an initial product page build towards a full funnel. Identify and recommend the right next step for each client at the right time.

Client success. Manage overall client satisfaction, feedback collection, and video testimonials. Handle issues and service recovery in a way that strengthens the relationship.

Client-facing operations. Manage existing-client invoicing, payment links, and provide clear, regular reporting on retention and account growth to COO and founder.

You’ll receive training on our offers.

About you

Experience in client success, account management or retention, ideally within an agency or comparable B2B service environment - desirable not mandatory. Commercially minded, with the confidence and credibility to discuss the work itself with senior stakeholders. Highly organised, with strong ownership of process and detail. Comfortable being accountable to clear performance targets.

Location

UK based. North West England preferred for occasional optional in-person collaboration, though the role is effectively remote and travel is minimal.

Salary dependant on candidate experience