Client Expansion Strategist

The Role

The Client Expansion Strategist is responsible for growing headcount through back orders and replacement conversions from existing clients, using disciplined account intelligence and timing-based outreach. This role does not provide day-to-day support. Instead, it focuses on:

Identifying the client's next reasonable hire based on workload and business signals, and

Running a structured recovery motion for at-risk and cancelling contracts to protect revenue and headcount where possible.

This role is designed for a market with natural churn: success is measured by net headcount contribution and recovered runway, not perfect retention.

What Success Looks Like (12 months)

Back orders become a repeatable motion (not ad hoc)

Replacement demand is converted faster and more consistently

At-risk/cancelling clients receive structured outreach and recovery offers

Clear visibility exists across accounts: where expansion is likely, where churn is inevitable, and why

Operations receives high-quality, ready-to-execute job orders (not vague maybe demand)

Key Responsibilities:

1. Expansion Identification (Next Reasonable Hire)

Study client's current structure and staffing mix (roles, coverage, workload distribution)

Use available data signals (time sheets, workflow patterns, role creep, overtime trends, ticket volume, hiring requests) to identify expansion opportunities

Develop clear expansion recommendations:

role title + outcomes

daily activities

success measures

recommended schedule (FT/PT)

create a simple Expansion Brief for Client Placement and the client

2. Expansion Outreach & Back Order Conversion

Run regular expansion check-ins with selected clients (timed to signals, not random)

Propose expansion when evidence supports it (capacity constraints, workload spillover, leadership bottlenecks)

Convert approved expansion intent into complete job orders

Ensure job orders are committed demand before handoff:

budget confirmed

role clarity

hiring timeline

decision-maker confirmed

3. Replacement Conversion (High-Intent Demand)

Act on replacement triggers immediately (resignation, performance issue, role change)

Convert replacement conversations into:

faster replacement job orders, and where applicable

role redesign opportunities (fix what caused the failure)

optional back order if workload remains

4. Client Recovery Calls (Cancellation / At-Risk)

Contact clients who are:

cancelling their last contract

reducing hours materially

showing strong churn signals (non-payment risk, inactivity, repeated issues)

5. Conduct structured recovery calls to:

understand the real cause of cancellation (budget, performance, fit, business downturn, expectations mismatch)

assess if recovery is possible and appropriate

offer practical options that protect both client and Remote Staff, such as:

role adjustment / scope reduction

temporary hour reduction plan with a re-expansion date

replacement where performance is the root issue

short-term recovery runway agreement (e.g., 3060 days)

escalation to HROD Support / Ops leadership when needed

Ensure any recovery arrangement is documented and handed off correctly

6. Account Intelligence & Internal Alignment

Maintain an account expansion readiness view:

green = likely expansion

amber = stable but watch signals

red = likely churn

Share insights weekly with Ops, Placement, and Support:

why accounts churn

what roles expand

patterns by client type

Provide market feedback to Marketing for content topics and positioning

Required Skills & Profile

Strong consultative communication (comfortable challenging clients respectfully)

Able to interpret workload signals and translate them into role recommendations

Commercial thinking: understands margin, churn, and opportunity cost

Structured, consistent follow-up habits (cadences, logs, next steps)

Calm under pressure (cancellation calls require emotional control)

Data comfort: can use timesheets, monitoring patterns, basic reporting

Preferred Experience

Staffing / recruitment / outsourcing account growth

Customer success in a high-churn SME segment

Experience handling cancellation recovery conversations

Familiarity with remote workforce operations

Working Style Expectations

High autonomy and ownership

Strong documentation discipline (every call logged, every next step assigned)

Prioritizes signal-based work over random activity

Protects Operations by disqualifying weak expansion ideas early

Department: Business Development / Growth

Works closely with: Client Placement, HROD Support, Finance/Billing, Operations Leadership

Reports to: Director of Business Optimization (or Growth Lead)