Job Details

A company is looking for a Director of Customer Retention.Key ResponsibilitiesLead and oversee Customer Care/Retention teams focused on proactive resolution and churn preventionDrive early activation and onboarding success to enhance long-term retentionCollaborate with cross-functional teams to create a seamless customer journey and influence product improvementsRequired Qualifications12+ years of experience in SaaS, with a proven track record in improving Gross & Net Revenue Retention5+ years of experience managing large teams of 20+ peopleExpertise in transforming reactive support teams into proactive, retention-focused organizationsBachelor's degree in Business, Communications, Management, or a related field; MBA preferredStrong operational mindset with experience in SOP development and process improvement