Senior Director, Retention

Essential Key Responsibilities

• Lead B2B Auto Renew-Strategy: Own and evolve the Small Business Sales Channel’s auto-renewal playbook, alignment with the customer lifecycle milestones, account segmentation and contract terms.
• Customer Retention & Expansion: Collaborate with Customer Success and Sales identify risk factors, upsell opportunities, and intervention strategies within renewal workflows.
• Process & System Optimization: Design and refine workflows for automated renewals using CRM platforms.
• Lifecycle Communication: Oversee customer communications related to renewal timing, value reinforcement, and any changes in pricing or product.
• Performance Analytics: Track and report KPIs including renewal rate, gross/net revenue retention and time-to-renewal, and translate insights to continuous improvements.
• Additional duties as assigned

Education and Experience

• Bachelor's Degree: Preferred
• Master’s Degree: Preferred
• Years of Relevant Experience: 10 to 12 years

Essential Skills and/or Certifications

• 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 history of successful execution against those plans.
• Proven success with driving existing customer account level engagements in an inside sales environment, to ensure achievement of objectives and significant customer value.
• Demonstrated ability to manage a team in a manner that instills a strong believe in achieving goals, focuses on preparedness and creates a passion for winning and personal development/growth.
• Ability to rapidly assess client environments from a business process, organizational and technological perspective, and effectively prioritize opportunities for growth
• Highly articulate with excellent business communication (verbal and written) skills and presentation skills suitable for a global corporate environment.
• Show an ownership mindset in everything you do; be a problem solver, be curious and be inspired to take action, be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
• Continuous growth mindset, keep learning through social experiences and relationships with stakeholder, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
• Willing to travel beyond city limits for the interest of the business.

Key Stakeholders

• External Clients, Pre-sales, New Business Sales Executives, Client Success, Marketing, Data Product, Delivery and Customer Service Team Members.

Benefits We Offer

· Generous paid time off in your first year, increasing with tenure.

· Up to 16 weeks 100% paid parental leave after one year of employment.

· Paid sick time to care for yourself or family members. 

· Education assistance and extensive training resources.

· Do Good Program: Paid volunteer days & donation matching.  

· Competitive 401k with company matching.

· Health & wellness benefits, including discounted Wellhub membership rates.

· Medical, dental & vision insurance for you, spouse/partner & dependents.

· Learn more about our benefits: http://bit.ly/41Yyc3d.

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