Director,CustomerRetention

## 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