Director, Customer Retention in United States at Jobgether

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.

• 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.

• 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.

• 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.