Client Retention Manager, Thrive
$80-100k
More information about location
NextGen technology outsourcing provider
Be an early applicant
NextGen technology outsourcing provider
1001+ employees
Be an early applicant
$80-100k
More information about location
1001+ employees
Company mission
To be recognized as the leading technology service provider to the Mid-Market and sophisticated SMB clientele around the world.
Role
Who you are
- 5 years demonstrated progressive professional experience in client/customer success, project management, account management or other similar role within technology or SaaS industries
- Experienced holding internal teams accountable and project managing the delivery of tasks to strict deadlines
- Excellent organizational and communication skills, able to apply correct governance to escalate professionally and promptly
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication and planning
- Strong interpersonal skills including the ability to build lasting professional relationships both internally and externally with customers
- Experience in creating and presenting reports to multiple layers of leadership
- Highly motivated, energetic with the ability to excel in a fast-paced changing environment
- Able to respond to evolving business priorities and dealing with ambiguity
- Broad knowledge of Microsoft Office products. ServiceNow and Salesforce a plus
What the job involves
- As a Client Retention Manager, you will work closely with cross-functional teams to drive Quality Improvement Plans (QIPs). You will be responsible for developing and executing strategies to enhance client satisfaction, drive customer loyalty, and reduce churn rates
- You will also advise and guide Account Teams to identify and treat risk trends earlier in the client life cycle so they can recover struggling clients to an Active health status
- You will be expected to support the reporting of client risk trends, recovery efforts and churn reasons as well as continuously identifying opportunities for growth and improvement in client retention processes
- QIP Delivery: Facilitate account teams to identify a clear scope of actionable improvements and drive the delivery of all QIP tasks by the accountable owners to strict timescales. Lead senior Internal and Client stakeholders in QIP reviews to required outcome. Communicate QIP progress and success, sharing effective notes and actions
- Client Engagement: Foster strong relationships with key clients, including regular check-ins, feedback collection, and addressing concerns promptly. Ensure clients feel valued, heard and gain confidence from your professional approach to help rectify their situation
- Develop and Implement Retention Strategies: Create and execute comprehensive client retention strategies to increase customer satisfaction and reduce attrition rates. Generate risk response playbooks to advise account teams and utilize data-driven insights to identify areas of improvement and implement necessary changes
- Data Analysis: Analyze client data and feedback from Clients on QIPs or considered At Risk to identify trends, pain points, and opportunities for improvement. Use this data to inform decision-making and strategy adjustments
- Cross-functional Collaboration: Collaborate with Service Delivery, Sales, Product Development, Customer Success and other teams to align efforts towards enhancing client satisfaction and retention. Identify product or service enhancements based on client feedback
- Churn Analysis: Monitor churn rates and identify reasons for client departures. Design and implement measures to help reduce churn
Our take
Founded in 2001 as an IT service, Thrive has grown into an end-to-end solution for cybersecurity and Cloud offerings, helping businesses to evolve digitally and securely. Its services are used by the aerospace, social housing, education, retail and other industries.
Thrive has expanded its operations across North America, the Asia-Pacific, and Europe through more than 20 strategic acquisitions. Although it operates in a crowded field of customer experience and digital transformation companies, its numerous awards and robust portfolio have sustained its success for over two decades.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Comprehensive Benefits Package
- Paid Annual Leave and Holidays
- 401K and Company Match
- A Learning Company
- Smart and Diverse Environment
- Annual Company Events
- Flexible Schedules
- New Employee Referral Program
Company HQ
Foxborough, MA
Leadership
Bill McLaughlin
(CEO & Board Member)Bill previously co-founded The Jillian Fund where he served as the Chairman of the Board for 11 years. He also served as a Senior VP of Strategic & Major Accounts at Kaseya and as EVP & CTO of Managed Services at Atlantic Tomorrow's Office.
Scott Steele
(COO)Prior to joining Thrive in 2024, Scott spent 9 years at HP as VP & Head of Systems & Infrastructure, Contractual Systems, and Managed Services Systems, Digital & Transformation Organization. Before that he spent over 2 years at Hewlett-Packard as a Senior Director of Managed Services, WW Service Deliver & Infrastructure.
Michael Gray
(CTO & VP of Technology)Michael joined Thrive in 2007 as a Director of Network Operations, moving into the role of VP of Technology in 2016 before adding CTO to his title in 2017.
Joe Waleck
(CRO)Joe joined Thrive in 2023 as CCO, moving into the role of CSO in 2024 and CRO in 2025. Prior to this, he spent nearly 16 years at Presidio as the VP of Sales, 2 years at Cisco Systems as a Key Account Manager, and nearly 5 years at AT&T as a Client Business Manager.
Kristina O'Connell
(CMO)Kristina joined Thrive in 2023 as an EVP of Marketing before moving into the role of CMO in 2024. Previously, she founded acorn and served as a VP of Corporate Affairs & Marketing at Dascena.
Kimberly Saturley
(CPO)Prior to joining Thrive in 2025, Kimberly spent 4 years at Aqua Security as the Head of Americas & Global GTM HR, VP of People (American & Global GTM), and Chief HR Officer. She also served as the CPO at Medicus Healthcare Solutions and as Director of HR at Zerto.
Prior to joining Thrive in 2025, Nicholas was the Chief Legal Officer & Corporate Secretary at Transfix, VP & Deputy General Counsel at Advance and Counsel, Corporate Department at Paul, Weiss, Rifkind, Wharton & Garrison.
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