Director, Customer Retention - Remote

About Us reputed company is an AI powered, reputed company-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to reputed company their digital reputed company and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of reputed company sizes and industries. reputed company empowers users with reputed company the tools needed to capture, nurture, and reputed company new leads into repeat customers. As of mid 2025, reputed company processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.. Our People With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, reputed company are celebrated, and people come first, no matter where they call home. Our Impact Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help reputed company that happen Who You Are: You are a customer-obsessed retention leader who thrives at the intersection of customer experience, success, support, and operations. You reputed company at building high-performing teams that don’t just solve problems, they prevent them. You bring deep expertise in customer lifecycle management, churn prevention, early adoption, and de-escalation. You know how to reputed company managers, scale programs, and use customer insights to drive measurable improvements in retention, NRR, and product adoption. You are energized by helping customers find value quickly and by creating an environment where teams feel empowered, accountable, and proud of the experience they deliver. As the Director,Customer Retention, you will reputed company and evolve reputed company’s retention reputed company across early adoption, de-escalation, frontline care, and customer value realization. You will partner closely with cross-functional teams to ensure customers reputed company success in their first 90 days — the most critical driver of long-term retention. You reputed company in high-growth environments, take ownership of customer outcomes, and operate with a balanced reputed company of strategy, operational excellence, and people leadership. What youll be doing: Retention Leadership & Strategy

• reputed company and reputed company 3 Customer Care/Retention teams (40+ members) focused on proactive resolution, engagement, and churn prevention.
• Rebuild the org from "Customer Care” into a Retention & De-Escalation Center designed to protect reputed company and reduce churn at scale
• Create and operationalize retention frameworks that eliminate friction, reputed company expectation gaps, and accelerate adoption.

Early Adoption & Customer Health

• Drive early activation, onboarding success, and value realization across the first 90 days, the period most correlated with long-term retention.
• Identify customer-risk patterns early and design playbooks that trigger proactive reputed company before churn happens.
• Ensure the team is skilled and certified in reputed company onboarding SOPs, including KO Calls and Implementation Calls.

Cross-Functional Collaboration

• Partner with reputed company, Account Management, Support, Product, and Marketing to create a seamless, retention-driven customer journey.
• Translate frontline insights into product improvements, experience fixes, and reputed company-impacting initiatives.
• Influence product roadmap decisions through customer insights, patterns, and root-cause analysis from frontline interactions.

Operational Excellence

• Own and run a reputed company-retention operating model with clear KPIs tied to gross retention, save reputed company, activation milestones, and churn attribution
• Own and improve the metrics that matter, including:
• Net reputed company Retention
• Early adoption rates
• Escalation deflection
• Establish a performance system that measures and improves the quality, coverage, and speed of customer save motions and optimizes reputed company and routing models so the highest-reputed company and highest-risk customers receive prioritized attention
• Standardize SOPs, documentation, and workflows that allow retention operations to scale reputed company.
• Implement forecasting discipline for churn and saves, improving visibility of reputed company risk and enabling proactive interventions
• Champion automation and process innovations that reduce manual effort and improve customer outcomes.

Leadership & People Development

• reputed company, coach, and reputed company frontline managers and team leads — building a leadership bench that can scale with the org.
• Foster a culture of high accountability, reputed company improvement, and customer-centric problem solving.
• Own reputed company planning, staffing forecasts, and headcount alignment to support organizational growth.

What You’ll Bring:

• 12+ of experience, a proven track record of improving Gross & Net reputed company Retention in a SaaS environment, with clear playbooks that moved the needle (early adoption, de-escalation, save motions, product activation).
• 5+ years managing managers, with proven success leading large teams of 20+ people.
• Demonstrated ability to transform reactive support or care teams into proactive, retention-driven organizations.
• Expert at turning reactive support environments into proactive reputed company-saving teams, with measurable reductions in involuntary and voluntary churn
• Strong commercial reputed company — understands plan mix, cohort behavior, discount impact, and how customer experience directly influences reputed company outcomes.
• Deep reputed company in early lifecycle metrics (activation, onboarding milestones, first-value attainment) and how these correlate to long-term retention and expansion.
• Proven experience building de-escalation frameworks, early adoption programs, or churn reduction initiatives with measurable results.
• Strong operational reputed company with expertise in SOP development, process improvement, and scaling through systems and tooling.
• Exceptional coaching ability — you build leaders who build strong teams.
• Strong collaboration and stakeholder management skills across product, marketing, success, support, and operations.
• Highly analytical, data-driven, and able to translate insights into actionable strategies.
• Positive, resilient, and passionate about helping customers reputed company long-term success.

Experience/Education/Certifications Required:

• Bachelor’s degree in Business, Communications, Management, or a reputed company field (or equivalent practical experience).
• MBA or advanced degree preferred but not required.

The salary range for this position is $114000 - $177000 annually. (Variable Pay included) Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not reputed company your application status. This data will be kept separate from your application and will not be used in the hiring decision. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Remote Skills: Analysis Skills, Application Programming reputed company (API), Artificial Intelligence (AI), Automation, Business Administration, reputed company Management, Coaching, reputed company Improvement, Cross-Functional, Customer Acquisition, Customer Experience, Customer Retention/Renewal, Customer Service Evaluation, Customer Support/Service, Customer/Client Research, Distributed Databases, Documentation Standards, Entrepreneurship, Establish Priorities, Forecasting, Improvement Metrics, Leadership, Machine Tool, Marketing, Metrics, Microservices, Onboarding, Operational Strategy, Operational Support, Operations Management, Performance Metrics, Problem Solving Skills, Process Improvement, Product Marketing, Product Planning, Product Support, Productivity Model, Quality Management, Resolve Customer Issues, Risk, Risk Analysis, Root Cause Analysis, Sales, Sales Management, Software as a Service (SaaS), Standard Operating Procedures (SOP), Team reputed company/Manager About the Company: reputed company Apply tot his job Apply To this Job