Senior Director - Retention

Overview

We are looking for a strategic and commercially driven Senior Director - Retention (Enterprise Accounts) to lead retention, expansion, and long-term value creation across our enterprise customer base. This role will focus on minimizing churn, maximizing net revenue retention, and strengthening executive-level relationships with key accounts.

Key Responsibilities

1. Enterprise Retention Strategy

- Define and execute retention and growth strategy for enterprise accounts

- Own Net Revenue Retention (NRR), Gross Retention (GRR), renewal rates, and expansion revenue

- Develop account-specific retention plans for high-value customers

2. Customer Success & Account Management Leadership

- Lead Customer Success and/or Account Management teams handling enterprise clients

- Build frameworks for proactive engagement, health scoring, and risk mitigation

- Establish governance models for managing strategic accounts (QBRs, executive reviews)

3. Churn Prevention & Risk Management

- Identify early warning signals for churn using data and customer feedback

- Drive structured intervention strategies for at-risk accounts

- Personally engage with high-risk, high-value customers

4. Expansion & Upsell

- Partner with Sales to drive expansion opportunities within existing accounts

- Identify cross-sell and upsell opportunities based on usage and business needs

- Align retention efforts with revenue growth goals

5. Executive Stakeholder Management

- Build and maintain C-level relationships within enterprise customers

- Act as an escalation point for critical accounts

- Represent the voice of the customer internally at leadership level

6. Data & Insights

- Establish account health scoring models and retention dashboards

- Analyze usage patterns, adoption metrics, and ROI delivered to customers

- Use insights to influence product roadmap and service improvements

7. Cross-Functional Collaboration

- Work closely with Product, Sales, Support, and Marketing teams

- Ensure seamless onboarding, adoption, and value realization for enterprise clients

- Advocate for enterprise needs in product development and operations

Required Qualifications

- 12-18 years of experience in Customer Success, Account Management, or Retention roles

- Strong experience managing large enterprise accounts (B2B)

- Proven track record of driving high NRR and reducing churn in enterprise segments

- Experience leading large, globally distributed teams

- Strong commercial acumen and negotiation skills