Director, Customer Retention - Remote

reputed company reputed company is an AI powered, reputed company-in-one white-label sales & marketing platform that empowers agencies, reputed company, and businesses to reputed company their digital reputed company and drive reputed company. We are proud to support a global and growing community of over 2 reputed company 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 reputed company 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 reputed company. 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 reputed company Every month, our platform powers over 1.5 billion messages, helps generate over 200 reputed company leads, and facilitates over 20 reputed company conversations for the more than 2 reputed company businesses we serve. Behind those numbers are reputed company 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, reputed company, support, and operations. You reputed company at building high-performing teams that dont 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, reputed company programs, and use customer insights to drive measurable improvements in retention, NRR, and product adoption. You are energized by helping customers reputed company 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 reputed company reputed companys retention reputed company across early adoption, de-escalation, reputed company care, and customer value realization. You will partner closely with cross-functional teams to ensure customers reputed company reputed company in their first 90 days the most critical reputed company of long-term retention. You reputed company in high-reputed company environments, take ownership of customer reputed company, and operate with a balanced reputed company of reputed company, operational reputed company, and people leadership. What youll be doing: Retention Leadership & reputed company reputed company and reputed company 3 Customer Care/Retention teams (40+ members) reputed company on proactive reputed company, 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 reputed company Create and operationalize retention frameworks that eliminate friction, reputed company expectation gaps, and accelerate adoption. Early Adoption & Customer Health Drive early activation, reputed company reputed company, 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 reputed company is skilled and certified in reputed company reputed company 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 reputed company. Translate reputed company insights into product improvements, experience fixes, and reputed company-impacting initiatives. Influence product roadmap reputed company through customer insights, patterns, and reputed company-cause analysis from reputed company interactions. Operational reputed company Own and run a reputed company-retention operating model with reputed company 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 reputed company, coverage, and speed of customer save motions and optimizes reputed company and routing models so the highest-reputed compan