Director of Scaled Success

Job Summary

To drive Gross Revenue Retention (GRR) across the SMB segment, the full-time remote Director of Scaled Success will manage a team focused on customer engagement and retention, developing strategies and playbooks to enhance product adoption and recover at-risk accounts.

Key responsibilities

• Lead efforts to achieve an 85%+ GRR by implementing a data-driven retention and win-back engine
• Direct Scaled Adoption Specialists in creating and executing engagement programs that drive feature adoption and minimize churn risk
• Oversee the retention process, including managing cancellation requests and developing structured win-back strategies for churned customers

Required qualifications

• 3+ years in Customer Success, Retention, or Revenue-focused roles, with 2+ years in a management position
• Proven experience improving GRR/NRR metrics for high-volume SMB customer segments
• Experience in building and scaling customer engagement programs and managing cancellation/save processes
• Strong analytical skills for health scores, churn forecasting, and reporting on retention/adoption KPIs
• Familiarity with CS platforms, CRM tools, and reporting software such as Tableau