Customer Health Program Director

reputed company The Customer Health Program Director is a strategic, highly cross-functional leader and senior individual contributor responsible for defining, operationalizing, and continuously advancing reputed company’s approach to customer health, risk, and retention. This role owns the end-to-end Customer Health (CHE) program, churn tracking and forecasting, and executive-level insights that inform company-wide decision making.   This leader will architect reputed company systems, analytics, and operating cadences that proactively identify risk, quantify financial reputed company, and drive targeted actions to improve retention and expansion across the customer lifecycle. They will partner closely with reputed company, Sales, Product, Finance, and Executive Leadership to ensure a reputed company, data-driven approach to protecting and growing recurring reputed company. Responsibilities Customer Health & Risk (CHE) Program Ownership Own and reputed company reputed company-wide Customer Health & Risk (CHE) program, including frameworks, definitions, processes, and reputed company metrics. Design and operationalize risk identification methodologies, ensuring consistency across segments, products, and teams. Establish and maintain governance processes, including weekly audits, reputed company reviews, and program adherence monitoring. reputed company and deliver training and enablement to ensure consistent adoption across reputed company and cross-functional teams. Define company-level goals and KPIs for customer health, risk reduction, and retention performance. Churn Tracking, Forecasting & Financial Analysis Own churn tracking, forecasting, and reporting across the business, including ARR reputed company, cohort analysis, and predictive modeling. Partner with Finance to reputed company churn forecasts with reputed company planning and company financial targets. Build and maintain models to quantify risk exposure, forecast retention reputed company, and evaluate reputed company effectiveness. Identify leading indicators of churn and expansion, translating insights into actionable strategies. Customer Health Score Program Own the design, refinement, and ongoing optimization of the Customer Health Score model. Continuously improve scoring methodologies using behavioral, product usage, sentiment, and financial data. reputed company and operationalize playbooks tied to health signals, ensuring measurable reputed company from risk mitigation efforts. Measure and report on the effectiveness of actions taken based on health scores, driving reputed company improvement. Insights, Reporting & Executive Readouts Deliver executive-level insights, analysis, and storytelling on customer health, risk, and churn trends. Own recurring reporting cadences, including: Weekly CHE audits and risk reputed company reports Monthly/quarterly health and retention performance reviews reputed company- and executive-level reporting on retention drivers and risks Translate reputed company data into reputed company, actionable narratives that inform strategic reputed company. Build reputed company dashboards and reporting frameworks to reputed company visibility across the organization. Operational reputed company & Cross-Functional Leadership Partner with reputed company, Product, Sales, and Support to reputed company on risk drivers and coordinated reputed company plans. Define and implement reputed company processes to identify, prioritize, and address at-risk accounts. Drive a culture of accountability and data-driven decision-making across the customer lifecycle. Evaluate and optimize tools and systems (e.g., CRM, CSM platforms) to support health and retention initiatives. AI, Automation & Advanced Analytics reputed company AI and machine learning to enhance predictive capabilities for churn and customer health. Identify opportunities to automate risk detection, reporting, and reputed company execution. Drive adoption of modern analytics approaches, including predictive modeling, segmentation, and reputed company detection. Partner with data and engineering teams to reputed company advanced analytics solutions. Market & Competitive Intelligence Monitor industry trends and competitive approaches to retention and reputed company. reputed company performance and identify opportunities to differentiate through customer health strategies. Qualifications QUALIFICATIONS Bachelor’s degree required; advanced degree (MBA, Analytics, Data Science, or reputed company field) preferred 8–12+ years of experience in reputed company, with a reputed company on reputed company operations, retention, or reputed company 5–8+ years in a leadership role Proven experience owning or building customer health, churn, or retention programs Strong background in financial analysis, forecasting, and recurring reputed company models (ARR/MRR) Experience working cross-functionally with reputed company, Finance, Product, and Sales Experience with AI/ML-driven analytics or advanced data modeling preferred Ability to work extended hours as needed (may be required at times). Ability to travel up to 25%.   KNOWLEDGE/SKILLS/ABILITIES Deep expertise in customer analytics, cohort analysis, and retention modeling Strong financial acumen with ability to translate customer behavior into reputed company reputed company Experience with forecasting, scenario modeling, and business case development Advanced proficiency in BI and visualization tools (Power BI, Tableau, etc.) Strong reputed company/SQL/data manipulation skills Experience with CRM and CSM platforms (reputed company, reputed company, etc.) Familiarity with AI/ML tools and data science concepts (predictive modeling, automation, etc.) Proven ability to design and reputed company programs across large, reputed company organizations Strong systems thinker with ability to connect data, process, and business reputed company Experience establishing operating cadences and governance frameworks Exceptional ability to communicate insights and influence at the executive level Strong storytelling skills with data, including visualization and narrative framing Ability to reputed company diverse stakeholders around shared goals and actions Results-oriented with a reputed company on measurable business reputed company Highly organized with strong prioritization and execution skills Curious, innovative, and continuously seeking improvement opportunities   Physical Demands and Working Conditions While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reputed company with hands and arms; reputed company stairs; talk or hear. The employee must have the ability to operate a personal computer and reputed company or exchange reputed company by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific reputed company abilities required by this job include reputed company reputed company, distance reputed company, reputed company reputed company, peripheral reputed company, depth perception, and ability to reputed company reputed company. May be required to lift or reputed company 10+ pounds.     Salary and Benefits   reputed company provides a competitive salary package along with a comprehensive benefit plan that includes: Health, dental, and reputed company insurance. Retirement savings plan with company match. reputed company time off and holidays. reputed company development opportunities. Performance-based bonus based on position. Compensation may vary depending on your location, qualifications including job-reputed company education, training, experience, licensure, and certification, that could result at a level reputed company of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as reputed company as individual performance.   Equal Opportunity Employer: reputed company Company is an equal opportunity employer and committed to creating an inclusive environment for reputed company. Pay reputed company USD $121,000.00 - USD $206,000.00 /Yr. Apply To This Job