Director, Customer Retention
New
Global, remote-first environmentFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 12+ of experience, 5+ years managing managers
Requirements
- 12+ years of experience with a proven track record of improving Gross & Net Revenue Retention in a SaaS environment, with clear playbooks that moved the needle (early adoption, de-escalation, save motions, product activation).
- 5+ years managing managers, with proven success leading large teams of 20+ people.
- Demonstrated ability to transform reactive support or care teams into proactive, retention-driven organizations.
- Expert at turning reactive support environments into proactive revenue-saving teams, with measurable reductions in involuntary and voluntary churn.
- Strong commercial mindset — understands plan mix, cohort behavior, discount impact, and how customer experience directly influences revenue outcomes.
- Deep fluency in early lifecycle metrics (activation, onboarding milestones, first-value attainment) and how these correlate to long-term retention and expansion.
- Proven experience building de-escalation frameworks, early adoption programs, or churn reduction initiatives with measurable results.
- Strong operational mindset with expertise in SOP development, process improvement, and scaling through systems and tooling.
- Exceptional coaching ability — you build leaders who build strong teams.
- Strong collaboration and stakeholder management skills across product, marketing, success, support, and operations.
- Highly analytical, data-driven, and able to translate insights into actionable strategies.
- Positive, resilient, and passionate about helping customers achieve long-term success.
- Bachelor’s degree in Business, Communications, Management, or a related field (or equivalent practical experience).
Responsibilities
- Lead and oversee 3 Customer Care/Retention teams (40+ members) focused on proactive resolution, engagement, and churn prevention.
- Rebuild the org from "Customer Care” into a Retention & De-Escalation Center designed to protect revenue and reduce churn at scale.
- Create and operationalize retention frameworks that eliminate friction, close expectation gaps, and accelerate adoption.
- Drive early activation, onboarding success, and value realization across the first 90 days.
- Identify customer-risk patterns early and design playbooks that trigger proactive outreach before churn happens.
- Ensure the team is skilled and certified in all onboarding SOPs, including KO Calls and Implementation Calls.
- Partner with Customer Success, Account Management, Support, Product, and Marketing to create a seamless, retention-driven customer journey.
- Translate frontline insights into product improvements, experience fixes, and revenue-impacting initiatives.
- Influence product roadmap decisions through customer insights, patterns, and root-cause analysis from frontline interactions.
- Own and run a revenue-retention operating model with clear KPIs tied to gross retention, save rate, activation milestones, and churn attribution.
- Own and improve the metrics that matter, including Net Revenue Retention, Early adoption rates, and Escalation deflection.
- Establish a performance system that measures and improves the quality, coverage, and speed of customer save motions and optimizes capacity and routing models.
- Standardize SOPs, documentation, and workflows that allow retention operations to scale efficiently.
- Implement forecasting discipline for churn and saves, improving visibility of revenue risk and enabling proactive interventions.
- Champion automation and process innovations that reduce manual effort and improve customer outcomes.
- Lead, coach, and develop frontline managers and team leads — building a leadership bench that can scale with the org.
- Foster a culture of high accountability, continuous improvement, and customer-centric problem solving.
- Own capacity planning, staffing forecasts, and headcount alignment to support organizational growth.
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