At Asghar Law, we are dedicated to changing lives through exceptional immigration representation. We believe every client deserves outstanding legal guidance, compassionate support, and an exceptional customer experience from their very first interaction with our firm. As we continue to grow, we are seeking a dynamic, customer-focused Client Retention Manager to lead our client retention efforts and ensure every prospective client receives the attention, communication, and follow-up needed to confidently choose Asghar Law.
Position Overview
The Client Retention Manager is a key leadership role responsible for maximizing consultation-to-retainer conversions while delivering an exceptional client experience. This individual will develop and execute retention strategies, oversee the firm's post-consultation follow-up process, monitor conversion metrics, and work closely with attorneys, intake, and front office staff to ensure no prospective client falls through the cracks.
This position requires someone who is highly organized, relationship-driven, analytical, and passionate about customer service. The ideal candidate is comfortable leading follow-up initiatives, managing performance metrics, coaching team members, and creating systems that improve client satisfaction and firm growth.
Key Responsibilities
Client Retention & Relationship Management
- Lead the firm's client retention strategy to improve consultation-to-retainer conversion rates.
- Personally follow up with prospective clients after attorney consultations via phone, email, text, and other communication channels.
- Build meaningful relationships with prospective clients by addressing concerns, answering questions, and helping them navigate the decision-making process.
- Identify barriers preventing potential clients from retaining the firm and collaborate with attorneys to overcome objections.
- Ensure every consultation receives timely, professional, and consistent follow-up.
- Deliver a white-glove client experience that reflects Asghar Law's commitment to excellence.
Leadership & Team Development
- Lead and support the firm's client follow-up efforts by assisting and coaching intake and front office team members on best practices.
- Develop standardized follow-up procedures to ensure consistency across the firm.
- Foster a culture centered around accountability, responsiveness, and exceptional customer service.
- Provide guidance and performance feedback to team members involved in client communication and retention.
Performance Tracking & Reporting
- Monitor daily, weekly, and monthly consultation, retainer, and conversion metrics.
- Maintain accurate reports on signed retainers, pending consultations, follow-up activities, and projected revenue.
- Utilize CRM systems and reporting tools to analyze trends, identify opportunities, and improve retention performance.
- Present regular reports to leadership outlining performance, conversion rates, and recommendations for improvement.
Qualifications
- Bachelor's degree preferred (or equivalent professional experience).
- Minimum 2* years of experience* in client retention, customer service, sales, intake, account management, or a similar client-facing leadership role.
- Law firm or professional services experience is strongly preferred.
- Demonstrated success in relationship management, customer retention, or consultative sales.
- Strong leadership skills with experience coaching or mentoring team members.
- Excellent verbal and written communication skills.
- Highly organized with exceptional attention to detail and follow-through.
- Ability to prioritize multiple responsibilities in a fast-paced environment.
- Proficiency with Microsoft Office Suite.
- Bilingual (English/Spanish) is strongly preferred.
Pay: $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
