Client Experience & Retention Manager — Full-Time Remote $2000/month

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TYPE OF WORK

Full Time

SALARY

2000

HOURS PER WEEK

40

DATE UPDATED

Aug 15, 2026

JOB OVERVIEW

Client Experience & Retention Manager | Full-Time | $2,000 USD/Month

The Haus Keepers is a growing premium home cleaning company serving clients throughout the Denver, Colorado area.

We’re looking for an experienced Client Experience & Retention Manager who genuinely loves taking care of people, not just when everything is going well but especially when something has gone wrong.

This is NOT an entry-level customer service position.

We are not looking for someone who simply answers messages, follows scripts, closes tickets, or waits for a manager to tell them what to do.

We’re looking for someone who can:

* Read people and situations well
* Understand what a client is really upset about
* Handle complaints and cancellations calmly
* Protect long-term client relationships
* Recognize clients who may be at risk before they cancel
* Create thoughtful experiences that make clients feel valued
* Follow through without needing reminders
* Identify patterns and recommend improvements
* Make good judgment calls when there isn’t a perfect SOP

You will own the client experience after the sale.

---

## WHAT YOU’LL OWN

Client Experience & Relationships

* Client communication after booking
* Overall client satisfaction and relationship management
* Proactive client check-ins and follow-up
* Building strong long-term relationships with recurring clients
* Making sure promises and follow-ups never fall through the cracks
* Understanding the client’s history before making decisions

### Retention & Client Health

* Cancellation and retention conversations
* Identifying at-risk clients before they leave
* Understanding WHY a client wants to cancel instead of immediately offering a discount
* Tracking churn, saves, complaints, and client health
* Recognizing patterns that could impact retention
* Developing ideas to improve the overall client journey

### Complaints & Service Recovery

* Handling unhappy or disappointed clients
* Understanding the real problem behind a complaint
* Coordinating re-cleans and service recovery when appropriate
* Determining when a situation may require a credit, provider change, re-service, or another solution
* Following up after problems are resolved to make sure the relationship is actually repaired
* Knowing when owner involvement is necessary

### Client Delight

Client Experience isn’t only about fixing problems.

We also want our clients to feel known, remembered, appreciated, and genuinely cared for.

You’ll look for opportunities to:

* Recognize loyal and longtime clients
* Celebrate great client experiences
* Acknowledge important milestones
* Send thoughtful check-ins
* Notice opportunities for small surprise-and-delight moments
* Make clients feel like more than another name in a CRM

Going above and beyond does NOT mean constantly giving away discounts, refunds, or free services.

It means paying attention.

---

## WHAT GREAT CLIENT EXPERIENCE LOOKS LIKE TO US

Imagine a longtime recurring client suddenly starts rescheduling frequently and becomes less responsive.

They haven’t complained.

An average customer service representative may do nothing because there isn’t a ticket to solve.

A great Client Experience Manager notices the change and thinks:

“Something may be happening with this relationship. I should understand why before we receive a cancellation request.”

That is the kind of thinking we’re looking for.

We want someone who takes ownership of the relationship — not just the message in front of them.

---

## THIS ROLE REQUIRES JUDGMENT

We have SOPs, training, systems, and support.

But there will not be a script for every situation.

A mildly inconvenienced client should not receive the same response as a longtime client who is deeply disappointed.

A cancellation caused by price should not automatically be handled the same way as a cancellation caused by inconsistent service.

A client asking for a refund may not actually be upset about the money.

Sometimes someone needs a solution.

Sometimes they need reassurance.

Sometimes they simply need to feel heard.

You need to be able to recognize the difference.

---

## OUR COMMUNICATION STYLE

Our communication should feel:

Warm
Human
Thoughtful
Premium
Reassuring
Personal

We are friendly but not overly casual.

We want clients to feel genuinely cared for while also feeling completely confident that the person helping them knows what they’re doing.

Being able to read the room is extremely important.

You should know when a conversation can be playful and light and when the situation requires more thoughtfulness, maturity, and emotional weight.

---

## YOU MAY BE A GREAT FIT IF YOU:

* Have at least 3 years of Customer Success, Client Experience, Account Management, Hospitality, or similar high-touch client experience
* Have personally handled complaints, cancellations, escalations, and retention conversations
* Have worked directly with U.S.-based clients
* Have excellent spoken and written English
* Can communicate naturally without sounding robotic or scripted
* Can remain calm when a client is emotional or frustrated
* Care deeply about people without carrying every complaint personally
* Naturally notice when something feels “off” in a client relationship
* Think beyond the immediate problem
* Ask good questions before jumping to a solution
* Take ownership without constant direction
* Follow through without needing reminders
* Communicate proactively when something is blocked or going wrong
* Learn from feedback and apply it to future situations
* Are comfortable making judgment calls within company guidelines
* Enjoy solving problems that don’t always have an obvious answer
* Recognize patterns and bring recommendations to leadership
* Think about outcomes, not just task completion
* Are highly organized and comfortable documenting client history and outcomes
* Naturally look for ways to make people feel appreciated

---

## THIS POSITION IS PROBABLY NOT A FIT IF YOU:

* Prefer repetitive work with a clear script for every situation
* Want a traditional customer support or ticket-response role
* Feel uncomfortable having difficult conversations
* Find regular complaints or cancellations emotionally overwhelming
* Prefer waiting for a manager to tell you what to do when something unexpected happens
* Focus primarily on completing tasks rather than understanding the outcome
* Avoid unhappy clients or escalations
* Struggle to adjust your communication style depending on the situation
* Need frequent reminders to follow up or complete commitments
* Prefer reacting to client problems rather than proactively protecting relationships

---

## TEAM CULTURE

This is primarily a Client Experience position but we care deeply about the experience of the people inside our company too.

We have a close, collaborative team and we want someone who naturally contributes to that culture.

That means:

* Celebrating team wins
* Sharing meaningful client compliments
* Recognizing great work
* Communicating respectfully across departments
* Helping create an environment where people feel appreciated
* Caring about the success of the entire company, not only your individual responsibilities

You will not be responsible for managing every department or owning the entire team culture.

We simply want someone who naturally makes the people around them better.

---

## SCHEDULE

Full-Time
Monday–Friday
8:00 AM–5:00 PM Mountain Time

You must be consistently available during U.S. business hours.

---

## COMPENSATION

$2000 USD per month with room to grow based on demonstrated skills

* Client Experience judgment
* Written and verbal communication
* Retention experience
* Service recovery skills
* Emotional resilience
* Relationship-building
* Independent ownership

We are looking for someone who wants to grow with The Haus Keepers long-term.

---

## HOW WE HIRE

We care much more about how you think than how impressive your resume sounds.

Our application includes real Client Experience situations because we want to understand:

If this sounds like the kind of work you’re genuinely excited to own, we’d love to hear from you.

COMPLETE THE APPLICATION HERE:

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Important: Applications submitted only through OnlineJobs.ph without completing the application above will not move forward in our hiring process.

SKILL REQUIREMENT
Account Retention English Proficiency Client Relationship Management
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