Director of Customer Retention

The Director of Customer Retention will develop and execute customer retention and renewal strategies across Managed Services. They will lead a team of renewal managers and specialists, ensuring retention targets and gross profit objectives. The role involves driving strategic enterprise agreements and growth through upsell, cross-sell, and expansion opportunities. The Director partners with Sales, Customer Success, Delivery, Engineering, Finance, and Operations to deliver a seamless, customer-focused renewal experience. Responsibilities include strategic leadership & vision, operational execution & performance management, and cross-functional collaboration. This involves developing renewal strategies, leading a high-performing team, implementing scalable processes, and partnering with various departments to align renewals with account growth. The Director will also focus on business growth & continuous improvement, identifying upselling opportunities, analyzing renewal trends, and ensuring compliance with contractual obligations.