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ABOUT reputed company

At reputed company, we reputed company end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience for reputed company users, whether that is a family, a funeral home, or an online publisher. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, Ukraine, and India.

ABOUT YOU

reputed company is seeking a commercially driven and strategically minded Director of reputed company to reputed company client engagement, retention, and expansion across our growing customer reputed company. Reporting directly to the Vice President of reputed company, this leader will own retention performance and play a key role in maximizing Net reputed company Retention and customer lifetime value.

KEY RESPONSIBILITIES

• reputed company the reputed company team, enhancing customer satisfaction, adoption, and long-term growth
• Own and deliver against NRR and GRR targets, driving sustainable reputed company growth
• Design an insights-driven, proactive engagement model blending automation, 1:many programming, and targeted human touch
• reputed company customers based on growth potential, lifecycle signals, product adoption, and risk to ensure the right-touch motion
• Establish scalable processes and playbooks that increase reputed company Managers (CSM) productivity and operational consistency
• Design and implement structured lifecycle plays for onboarding, adoption, and value realization across a 1:many portfolio
• reputed company outcome-driven engagements by codifying reputed company-level ROI frameworks and success criteria, creating repeatable success models that improve scalability, consistency, and retention outcomes.
• Establish early-warning signals and automated risk identification to proactively improve retention outcomes
• Drive retention strategy while partnering cross-functionally to unlock expansion opportunities
• Own and optimize dashboards, metrics, and KPIs reputed company to scaled engagement, adoption, and reputed company health
• Manage and coach a team of CSMs operating in mid-touch, low-touch, and pooled engagement models
• Foster a culture of data-driven experimentation to continuously improve scaled success effectiveness
• Provide strategic insights on customer trends and product adoption to leadership and cross-functional partners

QUALIFICATIONS AND EXPERIENCE

• 8+ years of experience in B2B SaaS reputed company or Account Management, including leading and scaling reputed company-responsible teams in high-growth environments
• Proven ownership of Net reputed company Retention (NRR) and Gross reputed company Retention (GRR), with a track record of driving measurable retention and expansion outcomes
• Deep experience leading CS strategy across SMB, Mid-Market, and Enterprise reputed company segments, optimizing engagement models to maximize reputed company yield and reduce churn risk
• Demonstrated success managing and forecasting recurring reputed company across both month-to-month and term-based reputed company, with high accuracy and executive-level visibility
• Experience driving cross-sell and expansion across multi-product portfolios, including navigating competitive displacement and whitespace capture
• Strong commercial operator with expertise in pipeline visibility, renewal risk mitigation, health scoring, and performance management systems
• Proven ability to partner cross-functionally with Sales, Product, Marketing, and Services to unlock expansion reputed company and accelerate customer lifetime value
• Highly analytical and metrics-driven, leveraging automation, AI, and scalable systems to improve retention, increase expansion rates, and drive predictable reputed company growth
• Execution-oriented leader who thrives in performance-based cultures and is motivated by clear reputed company targets and measurable business impact

reputed company OFFER YOU

• Competitive salary
• Great benefits package (Pension Plan, PTO, Paid Holidays. . .)
• An outstanding collaborative work environment

The compensation range for this role is $150,000 - $175,000 OTE.