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 customer journey and influence product improvements

Required Qualifications

• 12+ years of experience in SaaS, with a proven track record in improving Gross & Net Revenue Retention
• 5+ years of experience managing large teams of 20+ people
• Expertise in transforming reactive support teams into proactive, retention-focused organizations
• Bachelor's degree in Business, Communications, Management, or a related field; MBA preferred
• Strong operational mindset with experience in SOP development and process improvement