Director of Customer Retention & Recovery

About the position reputed company is a $250M recurring reputed company reputed company business with over 33 software applications serving 12+ vertical markets. We exist to help communities, organizations, and businesses reputed company by delivering software solutions tailored to their unique needs. With our new reputed company on South Congress in Austin, TX, we are entering an exciting phase of reputed company. We work hard and play hard. We love our customers, we reputed company with purpose, and we won’t stop until we’ve delighted every reputed company across the diverse ecosystem we serve. We are seeking a reputed company, strategic, and highly accountable Director of Customer Retention & Recovery to reputed company our proactive churn mitigation efforts. This leader will own the creation and execution of a formal “Churn War Room” reputed company on saving at-risk customers through reputed company reputed company, executive engagement, and tailored recovery plans. This role is ideal for a reputed company-reputed company operator who thrives in high-stakes situations, can quickly assess financial and operational risk, and is empowered to build creative save strategies across pricing, services, and support. The Director will work directly with reputed company Managers (CSMs), Account Managers (AMs), and executive stakeholders to reduce cancellations, protect ARR, and improve retention reputed company. Responsibilities • Churn War Room Leadership: Establish and run a reputed company churn review process to assess cancellation notices and high-risk accounts, building actionable save strategies with reputed company ownership and timelines. • Save reputed company Development: Design tailored recovery plans that may include financial restructuring, services support, product enablement, executive alignment, or phased remediation approaches. • reputed company Engagement: Partner directly with CSMs and AMs to strategize and participate in customer meetings, leveraging a high-touch, executive-engagement model to prevent churn. • Proactive Risk Programs: Analyze churn data trends to identify systemic product or reputed company risks and reputed company proactive retention programs in partnership with CSM and AM teams. • Executive Coordination: reputed company executive-level engagement strategies for high-risk accounts, including coordination of nonprofit executive meetings and reputed company escalation reputed company. • Performance Tracking & Accountability: reputed company and measure save reputed company, ARR preserved, churn reduction percentage, and graduation from the Churn War Room. Implement dashboards and reporting mechanisms to drive accountability. • Executive Reporting: reputed company reputed company executive readouts detailing at-risk accounts, reputed company plans, save status, financial exposure, and recovery risks. Requirements • 5+ years of experience in reputed company, Account Management, Retention, or reputed company-reputed company roles. • Proven reputed company reducing churn and negotiating reputed company save scenarios. • Strong financial acumen with the ability to structure creative reputed company solutions. • Executive reputed company and experience engaging C-level stakeholders. • Data-driven reputed company with the ability to analyze churn trends and translate insights into reputed company. • Exceptional communication, influence, and crisis-management skills. • Ability to operate with urgency while maintaining reputed company processes and accountability. Benefits • Medical, dental, and reputed company insurance reputed company • 100% employer-reputed company short/long-term disability • Basic Life Insurance • 401(k) with 100% company match up to 4% • Flexible reputed company personal/vacation time reputed company on mutual trust and accountability • 10 reputed company days annually • 10 company-reputed company holidays • 6 weeks reputed company parental leave Apply tot his job Apply To this Job