Director, Customer Retention
Job Description:
• Lead and oversee 3 Customer Care/Retention teams
• Rebuild the org into a Retention & De-Escalation Center
• Drive early activation and onboarding success across the first 90 days
• Partner with Customer Success, Account Management, Support, Product, and Marketing
• Own revenue-retention operating model with clear KPIs
• Lead, coach, and develop frontline managers and team leads
Requirements:
• 12+ years of experience in customer retention, SaaS environment
• 5+ years managing managers
• Strong commercial mindset
• Expertise in early lifecycle metrics
• Bachelor’s degree in Business, Communications, Management, or related field (or equivalent practical experience)
• MBA or advanced degree preferred but not required
Benefits:
• Remote work
• Professional development opportunities
• Flexible work arrangements
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