Director, Customer Retention
New
Based in United StatesFull-TimeDirector
Salary114,000 - 194,000 USD per year
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Job Details
- Experience
- 12+ years of experience in customer success, retention, support, or lifecycle management
- Required Skills
- Stakeholder managementCustomer SuccessSaaS
Requirements
- 12+ years of experience in customer success, retention, support, or lifecycle management within SaaS or high-growth tech environments.
- 5+ years of experience managing managers and leading large, multi-layered customer-facing teams.
- Proven track record of improving Gross Revenue Retention and Net Revenue Retention through structured retention programs.
- Experience transforming reactive support or care organizations into proactive, revenue-focused retention teams.
- Strong understanding of customer lifecycle metrics, including activation, onboarding success, and time-to-value.
- Experience building de-escalation frameworks, churn reduction programs, and early adoption strategies.
- Strong operational expertise in SOP design, process optimization, and scalable service delivery models.
- Excellent analytical skills with the ability to translate data into actionable retention strategies.
- Strong leadership and coaching skills with the ability to develop high-performing managers.
- Exceptional cross-functional communication and stakeholder management abilities.
Responsibilities
- Lead and scale multiple customer care and retention teams focused on proactive engagement, churn prevention, and customer value realization.
- Redesign and evolve the customer care function into a structured retention and de-escalation organization focused on revenue protection.
- Develop and operationalize retention frameworks, playbooks, and workflows that improve activation, reduce friction, and increase adoption.
- Own early lifecycle success, ensuring customers achieve value within the first 90 days through structured onboarding and engagement programs.
- Identify at-risk customers using behavioral and usage data, and implement proactive intervention strategies to reduce churn.
- Partner cross-functionally with Product, Customer Success, Support, Marketing, and Sales to improve the end-to-end customer experience.
- Translate frontline customer insights into actionable product improvements and strategic business recommendations.
- Establish and manage retention KPIs including NRR, GRR, churn rate, activation milestones, and escalation resolution metrics.
- Build scalable operating models, SOPs, and forecasting systems to improve visibility and predictability of revenue retention.
- Lead workforce planning, capacity modeling, and organizational design for retention teams.
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