Director, Customer Retention

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and manage three Customer Care/Retention teams consisting of over 40 members dedicated to proactive resolution, engagement, and reducing churn.

• Transform Customer Care into a Retention & De-Escalation Center aimed at safeguarding revenue and minimizing churn.

• Develop and implement retention frameworks that eliminate obstacles, bridge expectation gaps, and enhance adoption rates.

• Drive early activation, ensure successful onboarding, and facilitate value realization for customers within their first 90 days.

• Identify patterns indicative of customer risk and create proactive outreach playbooks.

• Guarantee team proficiency and certification in onboarding Standard Operating Procedures (SOPs), including Kick-Off Calls and Implementation Calls.

• Collaborate with Customer Success, Account Management, Support, Product, and Marketing to foster a retention-focused customer journey.

• Convert frontline insights into product enhancements, experience fixes, and initiatives that impact revenue.

• Influence product roadmap decisions using customer insights, trend analysis, and root-cause assessments.

• Manage a revenue-retention operating model and Key Performance Indicators (KPIs) related to gross retention, save rate, activation milestones, and churn attribution.

• Establish performance systems for customer save initiatives, capacity, and routing prioritization.

• Standardize SOPs, documentation, and workflows to support scalable retention operations.

• Execute churn and saves forecasting to enhance revenue-risk visibility and facilitate proactive interventions.

• Advocate for automation and process innovations to reduce manual workloads and improve customer outcomes.

• Lead, coach, and develop frontline managers and team leaders.

• Promote accountability, continuous improvement, and customer-centric problem-solving.

• Oversee capacity planning, staffing forecasts, and alignment of headcount.

⛳️ Requirements

• Over 12 years of experience enhancing Gross & Net Revenue Retention within a SaaS environment.

• More than 5 years of experience managing managers, with a proven track record of leading large teams of 20 or more individuals.

• Demonstrated capability to transform reactive support teams into proactive, retention-focused organizations.

• Expertise in converting reactive support environments into proactive revenue-saving teams, with quantifiable reductions in both involuntary and voluntary churn.

• Strong commercial acumen, including an understanding of plan mix, cohort behavior, discount impacts, and the influence of customer experience on revenue outcomes.

• In-depth knowledge of early lifecycle metrics, such as activation, onboarding milestones, and first-value attainment.

• Proven experience in developing de-escalation frameworks, early adoption programs, or churn reduction initiatives with measurable success.

• Proficiency in SOP development, process enhancement, and scaling through systems and tools.

• Outstanding coaching and leadership development abilities.

• Strong collaborative and stakeholder management skills across product, marketing, success, support, and operations.

• Highly analytical and data-driven, with the capacity to translate insights into actionable strategies.

• Bachelor’s degree in Business, Communications, Management, or a related field, or equivalent practical experience.

• An MBA or advanced degree is preferred but not mandatory.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and continuous learning.

• Collaborative and inclusive company culture.