Head of Customer Retention

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

📋 Description

• Take ownership of gross and net revenue retention (NRR/GRR), establish metrics, create dashboards, and deliver monthly performance presentations to leadership.

• Lead and evaluate the Customer Success team.

• Define career progression, recruit, and provide coaching or transition team members who do not meet established standards.

• Manage, configure, and outline onboarding, adoption, renewal, expansion, and win-back strategies.

• Set and uphold documented service standards, response times, proactive outreach initiatives, and recovery strategies.

• Collaborate with the VP of Coaching to ensure coaching delivery aligns with retention playbooks under a unified scoreboard.

• Elevate the standard of customer service and value within the Customer Success and Coaching departments.

⛳️ Requirements

• Must reside in the US with availability overlapping Central time.

• Proven experience in leading customer success or retention in a B2B SaaS or coaching/services organization with an ARR of $5M or more.

• Demonstrated success in owning NRR and driving significant improvements in retention metrics.

• Experience managing Customer Success in a hybrid software plus services/coaching business model is preferred.

• Familiarity with, or ability to quickly adapt to, the agricultural industry and the mindset of farm operators is preferred.

• A data and metrics-driven approach focused on NRR/GRR.

• Capability to elevate performance standards with clarity and accountability while maintaining established team relationships.

• Skilled in developing repeatable playbooks, health scores, escalation paths, and QBR cadences.

• Proficient in SaaS adoption metrics and the dynamics of human coaching/service.

• Respectful, humble, and capable of connecting authentically with faith-and-family-driven farm families.

• A 2-minute introductory video explaining your suitability for the role is required.

• Participation in E-Verify.

🏝️ Benefits

• Performance bonus directly linked to retention results.

• Health Reimbursement Program.

• Participation in a 401(k) plan.

• Flexible Time Off policy.

• Paid Company Holidays.

• Up to $500 annual reimbursement for home office and wellness expenses.