Director, Customer Retention

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Director, Customer Retention based in the United States. This senior leadership role is responsible for building and scaling a customer retention organization within a high-growth SaaS environment. You will lead multiple teams focused on early customer adoption, proactive engagement, issue de-escalation, and churn prevention. A key priority will be improving the first 90 days of the customer journey to accelerate activation, value realization, and long-term loyalty. You will transform traditional customer care operations into a proactive, revenue-focused retention function supported by clear processes, measurable performance standards, and effective technology. Working across Customer Success, Account Management, Support, Product, and Marketing, you will turn customer insights into meaningful improvements. This role offers the opportunity to influence retention strategy, strengthen recurring revenue, and develop high-performing teams at scale.