Director of Customer Retention

Job Summary

A company is looking for a Director of Customer Retention.

Key Responsibilities

• Lead and oversee Customer Care/Retention teams focused on proactive resolution and churn prevention
• Drive early activation and onboarding success to enhance long-term retention
• Collaborate with cross-functional teams to create a seamless, retention-driven customer journey

Required Qualifications

• 12+ years of experience improving Gross & Net Revenue Retention in a SaaS environment
• 5+ years managing large teams of 20+ people
• Expertise in transforming reactive support teams into proactive retention-driven organizations
• Bachelor's degree in Business, Communications, Management, or a related field
• MBA or advanced degree preferred but not required