Job Description

The Role

This is not a check-in-and-chase-updates seat. You'll take on our most complex, high-stakes client situations — diagnose what's actually broken, reset the relationship, and drive outcomes that protect both the client and the company.

You'll get the cases no one else can close and the accounts closest to the edge, with the expectation that you figure it out — fast, professionally, and without being managed through it. You report into senior leadership, you own your cases, and you own the results.

What You'll Do

Own the hardest client situations

• Take full ownership of complex, escalated, or high-risk accounts — from first risk signal through to resolution.

• Diagnose root cause behind every at-risk engagement: strategy, execution, expectation misalignment, or delivery failure — and build the right intervention.

• Lead high-stakes conversations at founder and C-suite level — resetting expectations, rebuilding trust, and redirecting momentum toward outcomes.

• Maintain meticulous case records that support accountability, continuity, and pattern recognition across the portfolio.

Drive retention and commercial recovery

• Monitor engagement-health signals across your accounts and intervene before issues become formal escalations.

• Build targeted recovery plans that address root causes — not surface complaints — and execute them at pace.

• Identify and close expansion opportunities inside at-risk accounts where trust has been rebuilt.

• Report weekly on case outcomes, revenue protected, churn signals, and patterns needing broader attention.

Operate as a senior advisor

• Lead live advisory sessions with founders — implementation-focused guidance across offer, outbound, pipeline, and execution.

• Advise on go-to-market strategy, offer positioning, and 90-day execution priorities.

• Challenge assumptions, reframe thinking, and reset timelines with earned directness.

• Translate client reality into structured, actionable feedback for internal delivery teams.

Build what scales

• Contribute to escalation frameworks, retention playbooks, and client-risk systems that work beyond your own caseload.

• Surface cross-account patterns that point to broader delivery or operational gaps.

• Propose and implement process improvements that reduce escalation volume, resolution time, and repeat risk.

What You Bring

Experience

• 5+ years in client success, account management, consulting, or a senior operational role within a high-growth, agency, or tech-enabled environment.

• Proven track record managing complex, escalated, or high-risk accounts with demonstrable recovery and retention outcomes.

• Experience operating at or advising founder/C-suite level — influencing decisions under pressure, not just executing.

• Background in at least one of: growth strategy, sales systems, offer development, delivery operations, or scaling advisory.

• Direct exposure to cold outbound, go-to-market execution, or B2B sales systems — enough to advise clients credibly.

Skills

• Strong diagnostic ability across strategy, execution, expectation, and delivery.

• Structured thinker who builds and enforces clear action plans and accountability.

• High emotional intelligence — resets expectations and holds trust under pressure.

• Expert-level negotiation and de-escalation in emotionally and commercially charged situations.

• Commercially sharp — understands pricing, business models, and downstream impact.

• Strong executive presence, in a live founder Zoom and a written case summary alike.

• Meticulous documentation discipline.

Mindset

• Senior ownership mentality — operates independently, takes full accountability, doesn't wait to be managed.

• Comfortable in ambiguity and fast-moving environments without losing structure.

• Solutions-oriented under pressure, with a bias toward resolution.

• AI-native — actively uses AI tools to sharpen output quality, speed, and documentation.

• Discreet and sound-judgment in sensitive, confidential, commercially significant situations.

You're Probably Not the Fit If…

• You want a calm, predictable caseload with escalation paths above you.

• You're strong in structured environments but lose composure when clients push back hard.

• You measure success by sessions delivered, not commercial outcomes protected.

• You'd rather execute a playbook than write one.

• You need significant ramp before owning live, high-stakes situations.

• You're looking for a traditional CSM/account-management role — this isn't that.