Client Retention Manager

Reporting to the Head of Client Retention, the Client Retention Manager, GRI will be responsible for managing a team of Client Engagement Specialists (CES), focusing on retaining and nurturing Dow Jones’ professional business within the Global Risk Insights vertical (Dragonfly & Oxford Analytica brands). This role is critical to driving a strong retention strategy, reducing churn, and ensuring a high level of customer satisfaction across diverse markets.

Key Responsibilities

• Team Leadership: Guide and support a team of CES, setting clear objectives and managing performance to achieve retention targets and onboarding/migration objectives. Act as an escalation point for client issues, ensuring timely resolution.
• Collaboration: Work closely with your team, Account Managers, Product and Analyst teams to ensure successful client engagement, onboarding and retention within your assigned remit. Foster collaboration between departments to develop ongoing retention strategies and maximize customer satisfaction.
• Retention Strategy Contribution: Design and implement region‑specific retention strategies tailored to GRI clients, aligning with company goals and driving client satisfaction.
• Customer Relationship Management: Build strong relationships with strategic clients to reinforce Dow Jones’ value, addressing their unique business needs and industry challenges.
• Reporting & Risk Management: Provide accurate and timely reporting on retention metrics and churn risks. Build a comprehensive risk radar to identify potential threats and opportunities for improvement in client relationships.
• Data‑Driven Insights: Use analytics to evaluate performance, identify risks, and improve retention strategies. Leverage insights to support cross‑sell initiatives and increase revenue opportunities.
• Onboarding: Provide a full plan for all clients showing stages of onboarding, including technical, training, post go‑live and ongoing support services. Ensure collaboration with Sales, Specialists, Product and Analyst teams to ensure tasks for onboarding and go‑live are suitably split and completed.
• Sales Support: Offer insight and support in the pursuit of new sales within existing client accounts, collaborating with Account Executives to maximize customer ROI and expand revenue streams.
• Training & Learning Collaboration: Work with your teams to facilitate and structure detailed learning and onboarding programmes with your clients alongside our Product Training team, including for large onboarding of new clients, product migrations and sunsets.
• Performance & Incentive Tracking: Ensure correct performance calculation and documentation for CES during each quarterly retention audit process, and work on SPIFs and local incentives to drive performance.

Skills & Experience Required

• 7+ years in client retention, customer success, or account management (Geopolitical focus preferred).
• Previous experience in a leadership or supervisory role with a strong emphasis on coaching, mentoring, and people development (preferred but not disqualifying).
• Customer‑Focused: Skilled in building lasting client relationships, with a deep understanding of customer needs and industry dynamics.
• Analytical Skills: Proficiency in data analysis and CRM systems to drive informed strategies and measure success.
• Strong Communicator: Excellent written and verbal communication skills, with the ability to speak at a high level with senior executives in client organizations.
• Problem‑Solver & Strategic Thinker: Able to make quick, data‑backed decisions and proactively adjust strategies to improve outcomes.
• Familiarity with client engagement technology stacks, CRM systems (SFDC), and productivity tools such as Google Suite, Airtable, Miro, Asana, etc.
• Initiative and Industry Knowledge: High level of self‑motivation, with a deep understanding of B2B information or technology industries, and experience in product positioning and client engagement.