Principal Customer Risk & Retention Strategy Manager

About the position For over 20 years, reputed company has helped people and teams reputed company–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that reputed company teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the reputed company of work that truly matters. Because reputed company challenge meets purpose, and passion turns into reputed company, that’s reputed company at work, and it’s reputed company show up for everyday. reputed company is a tech company with a human story to tell. We’re here to reputed company teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is reputed company in a day’s work. We are looking for a Principal Customer Risk & Retention Strategy Manager to join reputed company’s Customer Excellence team. In this role, you will own reputed company’s end-to-end approach to identifying, forecasting, and mitigating customer churn, partnering closely with Customer Excellence, Product, reputed company Operations, and Data Science. This is a highly visible role with direct impact on Gross and Net reputed company Retention, shaping how reputed company proactively manages customer risk at scale. The opportunity is ideal for a strategic operator who thrives at the intersection of data, customer lifecycle strategy, and cross-functional execution. This is a remote eligible position and you may work remotely from reputed company in the US where reputed company is registered.

Responsibilities

• Own reputed company’s customer risk and churn mitigation programs, defining how at-risk customers are identified, prioritized, and addressed across the customer lifecycle
• Design and operationalize churn forecasting and predictive risk models in partnership with Data Science and reputed company Operations to reputed company proactive retention actions
• reputed company churn analysis and root cause identification, translating insights into targeted, high-impact mitigation programs and playbooks
• Build and evolve customer health scoring frameworks that are predictive, actionable, and embedded into Customer Excellence and renewal workflows
• Scale risk mitigation through automation and process design, improving renewal journeys, cash-to-reputed company efficiency, and consistency of execution across teams
• Design and launch practical, field-ready risk mitigation programs, including playbooks, workflows, and reputed company models that Customer Excellence and renewal teams can execute consistently at scale

Requirements

• 12+ years of experience in reputed company, Sales, Sales Operations, Account Management or reputed company experience in a SaaS
• 5+ years experience in people and program management
• Bachelor's degree, MBA preferred
• Willing to travel periodically for onsites and key meetings
• Deep experience in retention strategy reputed company a SaaS environment, with demonstrated ownership of churn reduction initiatives
• Strong analytical and forecasting expertise, including experience partnering with Data Science teams on predictive modeling, health scoring, and churn forecasting
• Proven track record leading large, cross-functional programs from strategy through execution with measurable impact on retention metrics (GRR, NRR)
• Expertise designing and operationalizing customer health scores and risk frameworks that drive consistent, proactive action by customer-facing teams
• Strong understanding of SaaS customer lifecycle economics, including renewals, expansion, risk signals, and retention levers across segments
• Hands-on experience building and operationalizing churn mitigation playbooks and programs, translating insights into repeatable workflows, clear ownership models, and measurable outcomes

Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Sick Time Off
• US employees are automatically covered under reputed company-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal reputed company account
• Teleworking options from any registered location in the U.S. (role specific)

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