REI Coach
REI Coach (Remote)
About Our Client
Our client is a fast-growing lead generation and digital marketing company that helps businesses accelerate revenue by delivering exclusive, high-quality sales opportunities. After establishing themselves as a trusted partner to real estate investors nationwide, they are expanding into the roofing industry by providing qualified homeowner leads through a flexible pay-per-lead model. Their mission is simple: help contractors grow their businesses by connecting them with customers actively looking for their services.
Job Summary
We are seeking a highly driven REI Coach to lead customer retention efforts while serving as a mentor and coach to our Customer Success team. This role is responsible for protecting recurring revenue by building strong relationships with high-value and at-risk clients, developing customized retention strategies, and identifying opportunities to expand existing accounts. As both an individual contributor and team leader, you'll work cross-functionally to improve customer satisfaction, reduce churn, and create a world-class client experience. The ideal candidate is a strategic relationship builder with exceptional communication skills, a consultative mindset, and a passion for helping both customers and teammates succeed.
What We Offer
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Base Salary: $8,000 per month ($96,000 annually)
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Performance Bonus: Target of up to $4,000 per month
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On-Target Earnings (OTE): $12,000 per month ($144,000 annually)
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Top performers earn $ 15,000+ per month ($180,000 annually)
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Comprehensive paid training and onboarding
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Employer-paid Medical, Dental, and Vision insurance
- 401(k) with company match
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Fully remote position with long-term growth opportunities
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Performance bonuses tied to customer retention, revenue protection, account expansion, and customer satisfaction
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Opportunity to make a direct impact on company growth and recurring revenue
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Work alongside a collaborative, high-performing leadership team
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Career advancement opportunities within a rapidly growing organization
Essential Duties & Responsibilities
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Develop and execute retention strategies for high-risk and high-value customer accounts.
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Personally manage escalated client relationships to reduce cancellations and strengthen long-term partnerships.
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Create customized success plans that maximize customer satisfaction and retention.
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Monitor customer health metrics and proactively identify accounts showing signs of churn.
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Conduct regular business reviews with VIP clients and serve as the primary escalation point for strategic accounts.
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Identify opportunities to expand existing customer relationships through additional products and services.
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Partner with Sales and Customer Success teams to drive account growth and maximize customer lifetime value.
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Coach, mentor, and train Customer Success Managers on objection handling, negotiation, and relationship management.
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Improve retention processes by analyzing churn trends and implementing best practices across the organization.
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Track retention metrics, revenue protected, customer satisfaction, and overall team performance while providing regular reporting to leadership.
Qualifications
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5+ years of experience in Customer Success, Account Management, Client Services, Sales, or Customer Retention.
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Demonstrated success reducing customer churn and growing existing customer accounts.
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Strong consultative selling, negotiation, and conflict resolution skills.
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Experience managing executive-level and high-value client relationships.
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Proven ability to coach, mentor, and develop customer-facing teams.
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Strong analytical mindset with experience interpreting customer health metrics and KPIs.
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Proficiency with CRM systems and customer success platforms.
Excellent verbal, written, and presentation communication skills.
Highly organized with the ability to prioritize multiple client relation