Director of Customer Retention
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Job Summary
Customer-obsessed and strategic, the full-time remote Director of Customer Retention will lead and evolve retention initiatives, manage multiple teams focused on churn prevention, and drive customer value realization through cross-functional collaboration.
Key responsibilities
- Lead and oversee Customer Care/Retention teams focused on proactive resolution and engagement
- Drive early activation and onboarding success to enhance long-term retention
- Partner with cross-functional teams to translate customer insights into product improvements and retention strategies
Required qualifications
- 12+ years of experience with a proven track record in improving Gross & Net Revenue Retention in a SaaS environment
- 5+ years of experience managing large teams of 20+ members
- Expertise in transforming reactive support teams into proactive, retention-driven organizations
- Strong operational mindset with experience in SOP development and process improvement
- Bachelor's degree in Business, Communications, Management, or a related field; MBA preferred
Complete Job Description
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