Director of Client Experience & Retention

Title: Director of Client Experience & Retention

Location: Remote

Reports to: CEOManages: 9 Direct Reports – 5 producers, 2 Launch, 2 CSM (subject to change)Location: Remote (US)Compensation: $60,000 base plus a 2% bonus on client renewals About the roleResonate Recordings is a full-service podcast production company. We produce shows for B2B brands that use podcasting to grow their business, and for creators whose podcast is the business. Over the past year we’ve built the core of our client journey: onboarding, launch, production workflows, and service standards. Now we need a leader who can make that system run well every week. That means keeping clients longer, spotting risk early, and building a team that is great at managing client relationships.

You’ll lead three teams that each serve clients in a different way. Our producers give full-service clients a high-touch partnership. Our CSMs help self-service clients succeed at scale. Our Launch Strategists take new shows from idea to first episode. Your job is to make all three work as one client experience, own retention across every service line, and help each person on the team grow. What you’ll doOwn retention across every service line- Own client retention, renewal, and churn metrics for full-service and self-service clients, and report on them in our weekly leadership meeting- Build a client health system that fits each service line. That means a close relationship-based approach for full-service accounts and a scalable, data-based approach for self-service accounts- Set and reinforce clear client expectations around scope, timelines, revisions, deliverables, and responsibilities, partnering with Production when client needs fall outside established standards.- Lead renewal conversations and step in on escalations, with responses that are fast, honest, and kind- Develop an appropriate communication and engagement cadence for each service line from proactive strategic reviews for high-value accounts to scalable touchpoints for self-service clients.- Find out why clients leave, stay, or move between service lines, and turn what you learn into fixes in our service, offer, or process- Partner closely with the Director of Production on client-facing production workflows and service standards, ensuring client expectations align with production capacity, scope, and quality standards. Lead and grow the team- Manage and develop nine team members across Producers, CSMs, and Launch Strategists, including full-time, part-time, and contract staff- Help producers grow into confident client managers who can set expectations, push back with care, and talk business outcomes as well as deliverables- Build each sub-team’s skills and set clear standards for what great looks like in each role- Run regular 1:1s, set clear goals for each person, and handle performance issues directly and fairly- Spot and grow future leaders within each team Improve our processes- Treat our current client journey as a starting point. Audit it, find the friction, and make it better- Tighten handoffs between Launch, Producers, and CSMs so clients never feel a gap- Keep SOPs and documentation up to date, and make sure the team actually uses them- Work with Production, Growth, and leadership on clean handoffs, from sales to onboarding to production to renewal- Use technology, automation, and AI thoughtfully to reduce repetitive client-management work and improve consistency without sacrificing the human relationship. What you bring- 5+ years in client success, account management, or client experience, with at least 3 years managing a team- A track record of improving retention or renewal rates, and the numbers to show it- Experience with both high-touch accounts and scaled or low-touch clients, or the ability to show you understand how they differ- Experience leading a mixed team of full-time, part-time, and contract staff- Comfort with metrics: you know your churn rate, your at-risk accounts, and why- Strong written and verbal communication, including hard conversations with clients and with your team- A process-improvement mindset: you see a workflow and know how to tighten it- Bonus: experience with podcasting, creators, or content production What success looks like in year one- Retention and renewal rates go up in both service lines, measured against targets we set together in your first 30 days- New shows move from launch into production with no drop-off in client confidence- We spot at-risk clients weeks before they leave, not after they’ve told us they’re leaving- Producers, CSMs, and Launch Strategists handle client relationships with confidence, and fewer issues need to go up the chain- Our processes are documented, followed, and get better every quarter- The team is clear on expectations, growing, and wants to stay- Client issues are resolved quickly, at the appropriate level, with fewer escalations Interested?

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