Director of Customer Success Operations

Job Summary

To enhance retention strategies, the full-time remote Director of Customer Success Operations will manage gross and net retention rates across a high-volume customer base, analyze churn patterns, and implement targeted interventions to mitigate risks and drive expansion.

Key Responsibilities

• Consolidate customer health signals to provide weekly visibility into account and cohort health
• Track and analyze gross retention rate (GRR) and net retention rate (NRR) by product, segment, and cohort
• Identify at-risk account cohorts and collaborate with customer success teams to develop targeted interventions

Required Qualifications

• Seven to ten years of experience in customer success operations or retention analytics in a high-volume B2B SaaS environment
• Deep understanding of SaaS metrics such as GRR, NRR, and churn drivers
• Strong analytical skills with proficiency in SQL and BI tools
• Experience designing and tracking retention initiatives at scale
• Project management mindset with the ability to manage multiple initiatives simultaneously