Director, Recurring Services Growth

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

📋 Description

• Take charge of the performance for ABA’s three recurring-revenue offerings: CAP, RA/Renewals, and Platinum.

• Manage the customer journey and service delivery throughout the entire lifecycle, from initial contact to renewal.

• Coordinate transitions between marketing, education, sales, support, fulfillment, legal, and renewals.

• Engage with customers by listening to sales and support calls, including those from churned clients and individuals who failed to pay their first invoice.

• Assess whether sales commitments align with customer service and whether value is consistently demonstrated over the year.

• Propose and implement improvements to service delivery, onboarding, and overall customer experience.

• Create feedback mechanisms such as NPS, post-event surveys, and customer advisory panels.

• Establish and track service-level and customer experience benchmarks.

• Extract, analyze, and interpret data from CRM and billing systems.

• Generate monthly KPI reports that encompass activation rates, first-invoice payments, closure times, revenue, margins, retention, churn, refunds, and customer lifetime value.

• Identify issues promptly and automate the reporting of recurring metrics.

• Suggest pricing, packaging, bundles, and renewal conditions.

• Discover opportunities for upselling, cross-selling, and product expansion.

• Maintain a prioritized roadmap for enhancing the recurring-services portfolio.

• Identify and evaluate new service, bundle, and enhancement prospects; develop business cases and oversee the launch of approved initiatives.

• Facilitate regular reviews of recurring products and ensure accountability among owners for follow-through.

• Influence stakeholders in sales, support, legal, renewals, and finance, while collaborating with external advisors on retention and upsell strategies.

⛳️ Requirements

• Director-level experience and credibility to present insights to the CEO and investors.

• A background in strategy consulting or similar structured problem-solving roles, such as private equity value creation or operational teams.

• Experience in go-to-market strategies including sales, pricing, customer journey, or retention, preferably within a recurring-revenue or subscription-based model.

• Strong commercial insight, encompassing pricing strategies, margins, customer lifetime value, and overall business performance.

• Proficiency in extracting and analyzing data from CRM systems (Salesforce or similar) and billing platforms.

• Capability to independently develop KPI reporting.

• Comfort in communicating with customers and analyzing calls to identify underlying issues.

• Skill in navigating complex organizational structures and leading through influence without formal authority.

• Experience in substantiating pricing or packaging modifications using data.

• Leadership potential and ambition to advance into broader enterprise roles and cultivate or lead teams.

• Nice to have: Experience at a prestigious strategy consulting firm or with a private equity operating team.

• Nice to have: Background in professional services, compliance, entity formation, or small business solutions.

• Nice to have: Familiarity with customer research methodologies, such as interviews, NPS, or advisory groups.

• Nice to have: Program management experience in documenting end-to-end processes and transitions.

• Nice to have: Experience in designing or launching new service offerings, bundles, or product lines.

• Nice to have: Service product management or product ownership experience.

• Nice to have: Experience with affiliate or partner channels.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.

• Engaging company culture focused on innovation and collaboration.