Client Retention Specialist, Toronto, Ontario | The Portfolio Group

About the Company

Our client is a leading global professional services organisation specialising in HR, employment relations, and workplace health and safety solutions. With an established international presence across multiple markets, the organisation supports businesses of all sizes by providing expert guidance, practical solutions, and services that help employers navigate workplace challenges and meet their compliance obligations.

With a strong focus on client relationships and service excellence, the organisation is committed to helping businesses succeed while building long-term partnerships with its clients.

This is an opportunity to join a well-established, growing international organisation and work from a beautiful downtown Toronto office alongside a collaborative team.

About the Role

We are seeking a relationship-driven and empathetic B2B Client Retention Manager to join the team.

Your primary responsibility will be to retain existing business clients and prevent cancellations. You will speak directly with clients who are considering ending their service, understand their reasons for wanting to leave, address their concerns, and identify solutions that encourage them to continue their partnership with the organisation.

This role is ideal for someone who enjoys speaking with people, handling challenging conversations, and finding practical solutions to maintain positive client relationships. Previous experience in either B2B or B2C customer retention is welcome.

Key Responsibilities

• Retain existing clients: Engage directly with business clients who are considering cancelling their services, with the primary goal of retaining their business.

• Understand cancellation concerns: Ask the right questions and actively listen to understand why clients want to leave, whether due to service concerns, unmet expectations, cost, or changing business needs.

• Overcome objections: Address client concerns, communicate the value of the services provided, and offer appropriate solutions to encourage clients to stay.

• Build client relationships: Establish trust and rapport through empathetic, professional, and solution-focused conversations.

• Resolve client issues: Work with relevant internal departments to investigate concerns and coordinate solutions that support client retention.

• Negotiate positive outcomes: Handle difficult conversations confidently and turn potentially negative client experiences into opportunities to strengthen relationships.

• Achieve retention targets: Work towards individual and team retention goals, with a focus on reducing cancellations and protecting existing client relationships.

• Maintain accurate records: Document client interactions, reasons for potential cancellation, agreed solutions, and follow-up actions.

• Identify recurring concerns: Share feedback on common cancellation reasons and client challenges to help improve retention efforts and the overall client experience.

Requirements & Qualifications

• At least 1 year of experience in customer retention, with both B2B and B2C backgrounds considered.

• Excellent verbal and written communication skills.

• Strong active listening skills and the ability to understand client concerns.

• Empathetic, patient, and confident when handling challenging conversations.

• Strong problem-solving and objection-handling abilities.

• A keen eye for detail and accurate documentation skills.

• Ability to work independently while contributing effectively to a team.

• Resilience and a positive attitude when dealing with clients who may be unhappy or determined to cancel.

• A customer-first mindset, with a genuine interest in finding solutions and maintaining long-term relationships.

Compensation & Benefits

• Salary: Up to $60,000 annually.

• Vacation: 3 weeks to start, increasing with tenure.

• Birthday Off: An additional day off for your birthday.

• RRSP Matching: Employer contributions towards retirement savings.

• Health & Dental Benefits: Comprehensive benefits coverage.

Working Environment

• Beautiful downtown Toronto office.

• 5 days per week on-site.

• Standard working hours of 9:00 AM-5:30 PM, Monday to Friday.

• Occasional later shifts from 12:00 PM-8:30 PM.

Who Would Thrive in This Role?

We are looking for someone who genuinely enjoys helping people and is motivated by finding ways to keep clients happy and engaged. You should be comfortable speaking with clients who are unhappy or considering cancellation, asking thoughtful questions, addressing objections, and working towards a positive outcome.

The ideal candidate is empathetic but persuasive, customer-focused but commercially minded, and motivated by turning cancellation conversations into successful client retention outcomes.