Customer Retention Program Director

Overview

The Customer Health Program Director is a strategic, highly cross-functional leader and senior individual contributor responsible for defining, operationalizing, and continuously advancing the company’s approach to customer health, risk, and retention.

Responsibilities

• Customer Health & Risk (CHE) Program Ownership

• Own and evolve the company-wide Customer Health & Risk (CHE) program, including frameworks, definitions, processes, and success metrics.
• Design and operationalize risk identification methodologies, ensuring consistency across segments, products, and teams.
• Establish and maintain governance processes, including weekly audits, quality reviews, and program adherence monitoring.
• Develop and deliver training and enablement to ensure consistent adoption across Customer Success and cross-functional teams.
• Define company-level goals and KPIs for customer health, risk reduction, and retention performance.

• Churn Tracking, Forecasting & Financial Analysis

• Own churn tracking, forecasting, and reporting across the business, including ARR impact, cohort analysis, and predictive modeling.
• Partner with Finance to align churn forecasts with revenue planning and company financial targets.
• Build and maintain models to quantify risk exposure, forecast retention outcomes, and evaluate intervention effectiveness.
• Identify leading indicators of churn and expansion, translating insights into actionable strategies.

• Customer Health Score Program

• Own the design, refinement, and ongoing optimization of the Customer Health Score model.
• Continuously improve scoring methodologies using behavioral, product usage, sentiment, and financial data.
• Develop and operationalize playbooks tied to health signals, ensuring measurable outcomes from risk mitigation efforts.
• Measure and report on the effectiveness of actions taken based on health scores, driving continuous improvement.

• Insights, Reporting & Executive Readouts

• Deliver executive-level insights, analysis, and storytelling on customer health, risk, and churn trends.
• Own recurring reporting cadences, including: Weekly CHE audits and risk flash reports, Monthly/quarterly health and retention performance reviews, Board- and executive-level reporting on retention drivers and risks.
• Translate complex data into clear, actionable narratives that inform strategic decisions.
• Build scalable dashboards and reporting frameworks to provide visibility across the organization.

• Operational Excellence & Cross-Functional Leadership

• Partner with Customer Success, Product, Sales, and Support to align on risk drivers and coordinated action plans.
• Define and implement scalable processes to identify, prioritize, and address at-risk accounts.
• Drive a culture of accountability and data-driven decision-making across the customer lifecycle.
• Evaluate and optimize tools and systems (e.g., CRM, CSM platforms) to support health and retention initiatives.

• AI, Automation & Advanced Analytics

• Leverage AI and machine learning to enhance predictive capabilities for churn and customer health.
• Identify opportunities to automate risk detection, reporting, and playbook execution.
• Drive adoption of modern analytics approaches, including predictive modeling, segmentation, and anomaly detection.
• Partner with data and engineering teams to scale advanced analytics solutions.

• Market & Competitive Intelligence

• Monitor industry trends and competitive approaches to retention and customer success.
• Benchmark performance and identify opportunities to differentiate through customer health strategies.

Qualifications

• Bachelor’s degree required; advanced degree (MBA, Analytics, Data Science, or related field) preferred

• 8–12+ years of experience in SaaS, with a focus on customer success operations, retention, or revenue analytics

• 5–8+ years in a leadership role

• Proven experience owning or building customer health, churn, or retention programs

• Strong background in financial analysis, forecasting, and recurring revenue models (ARR/MRR)

• Experience working cross-functionally with Customer Success, Finance, Product, and Sales

• Experience with AI/ML-driven analytics or advanced data modeling preferred

• Ability to work extended hours as needed (may be required at times)

• Ability to travel up to 25%

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.

Pay Range

USD $121,000.00 - USD $206,000.00 /Yr.