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Director Customer Retention Jobs in Indiana (NOW HIRING)

Genesys

Strengthen executive relationships to drive customer retention, platform expansion, and long-term strategic partnerships * Maintain deep expertise in AI-enabled CX trends, competitive dynamics, and ...

Semrush

Customers do not simply buy Semrush; they need to connect the platform to business outcomes ... Renewals, retention, and risk. Run the global renewals motion across direct, channel, and DaaS.

Badger Daylighting

National Account Manager

Brownsburg, IN · On-site

$92K - $118K/yr

... ensure customer retention and a long-term relationship. The NAM focuses on the value-add that ... Experience working with a specialized utility contractor or direct utility industry experience ...

Badger Daylighting

National Account Manager

Brownsburg, IN · On-site

$92K - $118K/yr

... ensure customer retention and a long-term relationship. The NAM focuses on the value-add that ... Experience working with a specialized utility contractor or direct utility industry experience ...

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Director Customer Retention information

What are the key skills and qualifications needed to thrive as a director of customer retention?

To thrive as a Director of Customer Retention, you need a strong background in customer relationship management, data analytics, and strategic planning, often supported by a degree in business, marketing, or a related field. Familiarity with CRM platforms, retention analytics tools, and customer segmentation systems is typically required. Leadership, problem-solving, and excellent communication skills set outstanding candidates apart in this role. These skills ensure the ability to design effective retention strategies, foster customer loyalty, and drive long-term business growth.

What are the main challenges a director of customer retention typically faces when implementing retention strategies across multiple channels?

A Director of Customer Retention often navigates challenges such as ensuring consistent messaging across various communication channels, integrating customer data from multiple sources, and personalizing retention initiatives at scale. Balancing short-term retention tactics with long-term loyalty-building strategies can also be demanding, especially in dynamic markets. Additionally, collaborating closely with marketing, sales, and product teams is essential to align retention efforts and drive measurable results.

What does a director of customer retention do?

A Director of Customer Retention is responsible for developing and implementing strategies to keep existing customers engaged and loyal to a company’s products or services. This role involves analyzing customer data, identifying trends, and designing programs or campaigns to reduce customer churn. The director collaborates with marketing, sales, and customer service teams to ensure a seamless customer experience. They also measure the effectiveness of retention initiatives and adjust strategies as needed to achieve customer loyalty goals.

What is the difference between Director Customer Retention vs Customer Success Manager?

AspectDirector Customer RetentionCustomer Success Manager
Primary FocusDeveloping retention strategies and overseeing retention teamsEnsuring customer satisfaction and onboarding new clients
ResponsibilitiesHigh-level retention initiatives, analytics, and team managementCustomer onboarding, support, and relationship building
Work EnvironmentStrategic planning, leadership, cross-department collaborationCustomer interaction, support, and account management
Required CredentialsBachelor’s degree, experience in customer retention or marketingBachelor’s degree, experience in customer service or account management

The main difference between a Director Customer Retention and a Customer Success Manager lies in scope and focus. The Director handles strategic retention initiatives and team leadership, while the Customer Success Manager focuses on day-to-day customer interactions and satisfaction. Both roles require relevant experience and skills but serve different levels within the customer lifecycle.

What are the most commonly searched types of Customer Retention jobs in Indiana? The most popular types of Customer Retention jobs in Indiana are:
What are popular job titles related to Director Customer Retention jobs in Indiana? For Director Customer Retention jobs in Indiana, the most frequently searched job titles are:
What job categories do people searching Director Customer Retention jobs in Indiana look for? The top searched job categories for Director Customer Retention jobs in Indiana are:
What cities in Indiana are hiring for Director Customer Retention jobs? Cities in Indiana with the most Director Customer Retention job openings:
Director Customer Retention jobs near you

Director of Customer Success (Workday Product)

Kainos

Indianapolis, IN • On-site

Full-time

Posted 7 days ago

Job description

Join Kainos and Shape the Future
At Kainos, we're problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we're transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.
We believe in a people-first culture, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you'll be part of a diverse, ambitious team that celebrates creativity and collaboration.
Ready to make your mark? Join us and be part of something bigger.
About the Role
The Director of Customer Success - North America is responsible for leading and scaling the Customer Success function across the North American region, driving customer retention, adoption, advocacy, and long-term value realization across Kainos' Workday Products portfolio.
Reporting to the Chief Customer Officer, the role leads a team of Customer Success Managers and is accountable for ensuring customers achieve measurable business outcomes, realise value from their investment, and remain engaged advocates of Kainos. The Director will partner closely with Sales, Professional Services, Support, Product, and Customer Operations to deliver a seamless customer experience and predictable retention outcomes.
This is a strategic leadership role that combines people leadership, customer engagement, operational excellence, and commercial accountability.
Key Responsibilities
Customer Retention & Value Realisation
  • Own Gross Revenue Retention (GRR) and customer health outcomes across the North America portfolio.

  • Drive a proactive, outcome-focused customer success strategy that identifies and mitigates renewal and adoption risks early.

  • Ensure customers achieve measurable business value through structured success planning, executive engagement, and value realization programs.

  • Lead regional renewal readiness and retention planning in partnership with Account Directors and Customer Operations.

Customer Success Leadership
  • Build, lead, and develop a high-performing team of Customer Success Managers.

  • Establish clear goals, performance expectations, and development plans aligned to business objectives.

  • Foster a culture of customer obsession, accountability, continuous learning, and collaboration.

  • Create succession plans and talent development pathways to support organizational growth.

Customer Engagement & Advocacy
  • Build executive-level relationships with strategic customers across the region.

  • Sponsor key customer escalations and lead recovery plans where required.

  • Support the development and execution of Customer Advisory Boards, customer communities, advocacy programs, and executive briefings.

  • Act as a customer champion across the business, ensuring customer feedback influences product and service decisions.

Operational Excellence
  • Drive consistent adoption of customer success methodologies, playbooks, lifecycle management processes, and customer health frameworks.

  • Leverage customer intelligence, health scoring, and data insights to prioritize investments and actions.

  • Partner with Customer Operations to improve reporting, forecasting, segmentation, and customer lifecycle management.

  • Use automation and AI-enabled capabilities to increase scale and efficiency while preserving customer outcomes.

Cross-Functional Leadership
  • Partner with Professional Services, Support, Product, Sales, and Marketing leaders to deliver joined-up customer outcomes.

  • Align customer success activities with broader growth, expansion, and product adoption objectives.

  • Provide insight and recommendations to senior leadership on retention trends, customer sentiment, risks, and opportunities.

What We're Looking For
Essential Experience
  • Proven experience leading Customer Success teams within a SaaS, subscription, or product-led technology business.

  • Demonstrated success driving customer retention, adoption, and value realization at scale.

  • Experience managing managers and leading geographically distributed teams.

  • Strong track record of executive customer engagement and relationship management.

  • Experience implementing customer success methodologies, health models, and customer lifecycle frameworks.

  • Commercial understanding of subscription revenue, renewals, retention, and expansion motions.

  • Strong analytical and data-driven decision-making capabilities.

Skills & Attributes
  • Customer-centric leader with a passion for delivering measurable outcomes.

  • Strategic thinker who can translate vision into operational execution.

  • Strong coaching and leadership capability.

  • Excellent communication, stakeholder management, and influencing skills.

  • Comfortable operating in a fast-growing, evolving environment.

  • Highly collaborative with a bias for action and continuous improvement.

Desirable
  • Experience within the Workday ecosystem.

  • Experience with customer success platforms such as Gainsight.

  • Knowledge of enterprise HR, payroll, workforce management, or compliance solutions.

  • Experience leading AI-enabled or digital customer success initiatives.

Embracing our differences
At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive. We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are. We also believe every candidate deserves a level playing field.
Our friendly talent acquisition team is here to support you every step of the way, so if you require any accommodations or adjustments, we encourage you to reach out.
We understand that everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.

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