Director, Customer Retention

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Retention based in United States. This is a senior leadership role responsible for building and scaling a high-impact customer retention organization within a fast-growing SaaS environment. The position focuses on transforming customer care and support functions into a proactive, revenue-protecting retention engine. You will own the strategy and execution of customer lifecycle initiatives that drive activation, reduce churn, and improve long-term customer value. The role requires a strong blend of operational rigor, strategic thinking, and people leadership across large, distributed teams. You will collaborate closely with Product, Customer Success, Support, and Marketing to ensure a seamless customer journey and continuous value realization. This is a highly visible role where your work directly influences retention, revenue growth, and overall customer experience at scale. Accountabilities: Lead and scale multiple customer care and retention teams focused on proactive engagement, churn prevention, and customer value realization. Redesign and evolve the customer care function into a structured retention and de-escalation organization focused on revenue protection. Develop and operationalize retention frameworks, playbooks, and workflows that improve activation, reduce friction, and increase adoption. Own early lifecycle success, ensuring customers achieve value within the first 90 days through structured onboarding and engagement programs. Identify at-risk customers using behavioral and usage data, and implement proactive intervention strategies to reduce churn. Partner cross-functionally with Product, Customer Success, Support, Marketing, and Sales to improve the end-to-end customer experience. Translate frontline customer insights into actionable product improvements and strategic business recommendations. Establish and manage retention KPIs including NRR, GRR, churn rate, activation milestones, and escalation resolution metrics. Build scalable operating models, SOPs, and forecasting systems to improve visibility and predictability of revenue retention. Lead workforce planning, capacity modeling, and organizational design for retention teams. Requirements: 12+ years of experience in customer success, retention, support, or lifecycle management within SaaS or high-growth tech environments. 5+ years of experience managing managers and leading large, multi-layered customer-facing teams. Proven track record of improving Gross Revenue Retention and Net Revenue Retention through structured retention programs. Experience transforming reactive support or care organizations into proactive, revenue-focused retention teams. Strong understanding of customer lifecycle metrics, including activation, onboarding success, and time-to-value. Experience building de-escalation frameworks, churn reduction programs, and early adoption strategies. Strong operational expertise in SOP design, process optimization, and scalable service delivery models. Excellent analytical skills with the ability to translate data into actionable retention strategies. Strong leadership and coaching skills with the ability to develop high-performing managers. Exceptional cross-functional communication and stakeholder management abilities. Benefits: Competitive annual salary ranging from $114,000 – $194,000. Remote-first work environment with flexibility across global teams. Opportunity to build and scale a retention organization from the ground up. High-impact leadership role directly influencing revenue retention and customer growth. Collaborative, fast-paced SaaS environment with strong cross-functional alignment. Access to modern tools, systems, and automation initiatives that improve customer outcomes. Comprehensive benefits package including healthcare and standard employee support programs (details provided during hiring process). Career growth opportunities within a rapidly expanding global organization. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1