Senior Director, Retention (R-18036)

About the Role

Key Responsibilities

• Own and evolve the Small Business Sales Channel's auto-renewal playbook, aligning it with customer lifecycle milestones, account segmentation, and contract terms.
• Collaborate with Customer Success and Sales teams to identify risk factors, upsell opportunities, and intervention strategies within renewal workflows.
• Design and refine workflows for automated renewals using CRM platforms.
• Oversee customer communications related to renewal timing, value reinforcement, and changes in pricing or product.
• Track and report KPIs including renewal rate, gross/net revenue retention, and time-to-renewal, and translate insights into continuous improvements.
• Perform additional duties as assigned.

Requirements

• Minimum of 12+ years of experience in an enterprise-level SaaS, consulting, or services sales role.
• Demonstration of original thought in business plan development and successful execution of those plans.
• Proven success in driving customer account engagement in an inside sales environment to achieve objectives and deliver customer value.
• Ability to manage a team effectively, instilling goal achievement, preparedness, and a passion for growth.
• Rapid assessment skills of client environments from business process, organizational, and technological perspectives.
• Excellent business communication, verbal and written, suitable for a global corporate environment.
• Ownership mindset, problem-solving ability, curiosity, proactive attitude, and collaborative spirit.
• Willingness to travel beyond city limits for business needs.

Nice to Have

• Master's Degree.

Qualifications

• Bachelor's Degree (preferred).
• Master's Degree (preferred).

Benefits & Perks

• Generous paid time off in the first year, increasing with tenure.
• Up to 16 weeks 100% paid parental leave after one year of employment.
• Paid sick time for self or family care.
• Education assistance and extensive training resources.
• Paid volunteer days and donation matching through the Do Good Program.
• Competitive 401k with company matching.
• Health & wellness benefits, including discounted Wellhub membership rates.
• Medical, dental, and vision insurance for employees, spouses/partners, and dependents.