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DirectorFull-timeGoReactAPIMicroservicesAIGit
About the Role
We are seeking a Director of Customer Retention to lead and evolve our retention engine across early adoption, de-escalation, frontline care, and customer value realization. This role focuses on building high-performing teams that prevent problems and drive measurable improvements in retention, NRR, and product adoption. You will partner with cross-functional teams to ensure customers achieve success in their first 90 days, the most critical driver of long-term retention.
Key Responsibilities
- →Lead and oversee 3 Customer Care/Retention teams with 40+ members focused on proactive resolution and churn prevention
- →Rebuild the organization from Customer Care into a Retention & De-Escalation Center designed to protect revenue
- →Create and operationalize retention frameworks that eliminate friction and accelerate adoption
- →Drive early activation, onboarding success, and value realization across the first 90 days
- →Identify customer-risk patterns early and design proactive outreach playbooks
- →Partner with Customer Success, Account Management, Support, Product, and Marketing for a seamless customer journey
- →Translate frontline insights into product improvements and revenue-impacting initiatives
- →Own a revenue-retention operating model with KPIs tied to gross retention, save rate, and activation milestones
- →Standardize SOPs, documentation, and workflows to scale retention operations efficiently
- →Lead, coach, and develop frontline managers and team leads to build a scalable leadership bench
Requirements
- ✓12+ years of experience with a proven track record of improving Gross & Net Revenue Retention in SaaS
- ✓5+ years managing managers with success leading large teams of 20+ people
- ✓Demonstrated ability to transform reactive support teams into proactive, retention-driven organizations
- ✓Strong commercial mindset understanding plan mix, cohort behavior, and discount impact
- ✓Deep fluency in early lifecycle metrics and their correlation to long-term retention
- ✓Proven experience building de-escalation frameworks or churn reduction initiatives with measurable results
- ✓Strong operational mindset with expertise in SOP development and process improvement
- ✓Exceptional coaching ability to build leaders who build strong teams
- ✓Strong collaboration and stakeholder management skills across multiple departments
- ✓Highly analytical and data-driven with ability to translate insights into actionable strategies
- ✓Bachelor’s degree in Business, Communications, Management, or related field (or equivalent experience)
- ✓MBA or advanced degree preferred but not required
