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Director Customer Retention Jobs (NOW HIRING)

Versaterm

Director, Customer Success

Mesa, AZ · On-site

The Role The Director of Customer Success leads the post-sale customer lifecycle across all ... Own end-to-end retention and renewals strategy, by executing a proactive renewal motion (initiating ...

Versaterm

Director, Customer Success

Mesa, AZ

The Role The Director of Customer Success leads the post-sale customer lifecycle across all ... Own end-to-end retention and renewals strategy, by executing a proactive renewal motion (initiating ...

QXO

Director, Customer Experience

Atlanta, GA · On-site

The Director, Customer Experience is accountable for designing, leading, and operating QXO ... Partner with Sales leadership to ensure alignment between customer experience, retention, and ...

MasterCard

Director, Customer Success

Purchase, NY · On-site +1

The Director is accountable for customer outcomes, executive relationships, and commercial ... Key Responsibilities Segment and Revenue Leadership Own overall customer health, retention, and net ...

Webflow

Senior Director, Customer Success

OR · Remote

Improve customer retention and adoption outcomes. * Increase organizational scalability through ... You'll thrive as a Sr. Director, Customer Success if you: * Think like an owner and are energized ...

Webflow

Senior Director, Customer Success

Improve customer retention and adoption outcomes. * Increase organizational scalability through ... You'll thrive as a Sr. Director, Customer Success if you: * Think like an owner and are energized ...

DwyerOmega

Director, Customer Success

Simi Valley, CA · On-site

The Director of Customer Success is accountable for both customer satisfaction and commercial ... Drive retention, renewals, and account expansion , ensuring that customer satisfaction directly ...

AdQuick

Director, Customer Success

New York, NY · On-site

$115K - $150K/yr

Director of Customer Success AdQuick • Full-Time • Client-Facing About the Role AdQuick is the ... retention, product adoption, and expansion across your book of business. • Build playbooks ...

Liveops

Director, Customer Success

The Purpose of Your Role The Director, Strategic Customer Success serves as the executive strategic ... Proven success growing and retaining complex strategic accounts * Strong executive presence with ...

AdQuick

Director, Customer Success

New York, NY · On-site

$115K - $150K/yr

Director of Customer Success AdQuick Full-Time Client-Facing About the Role AdQuick is the leading ... Drive measurable outcomes: gross retention, net revenue retention, product adoption, and expansion ...

AdQuick

Director, Customer Success

New York, NY

Director of Customer Success AdQuick Full-Time Client-Facing About the Role AdQuick is the leading ... Drive measurable outcomes: gross retention, net revenue retention, product adoption, and expansion ...

Alma

Director, Customer Experience

Website Job Board Values Candidate Interview Guide Director, Customer Experience As Alma's Director ... Lead customer retention and engagement strategies-designing proactive support programs, escalation ...

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All JobsCustomer Retention JobsDirector Customer Retention Jobs

Director Customer Retention information

See salary details

$39K

$123.3K

$196.5K

How much do director customer retention jobs pay per year?

As of Jun 9, 2026, the average yearly pay for director customer retention in the United States is $123,338.00, according to ZipRecruiter salary data. Most workers in this role earn between $95,000.00 and $147,500.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Director of Customer Retention, and why are they important?

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.

More about Director Customer Retention jobs
What cities are hiring for Director Customer Retention jobs? Cities with the most Director Customer Retention job openings:
What are the most commonly searched types of Customer Retention jobs? The most popular types of Customer Retention jobs are:
What states have the most Director Customer Retention jobs? States with the most job openings for Director Customer Retention jobs include:
What job categories do people searching Director Customer Retention jobs look for? The top searched job categories for Director Customer Retention jobs are:
Director Customer Retention jobs near you
Infographic showing various Director Customer Retention job openings in the United States as of June 2026, with employment types broken down into 2% Locum Tenens, 1% As Needed, 88% Full Time, 4% Part Time, 3% Contract, and 2% Nights. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $123,338 per year, or $59.3 per hour.

Director, Customer Success

Versaterm

Mesa, AZ • On-site

Full-time

Posted 20 days ago

Job description

The Company
Versaterm is a global public safety solutions company helping agencies transform their organizations by providing innovative solutions, expertise and an unwavering dedication to customer service. We are on a journey to build a public safety technology platform that will enhance community safety by creating purposeful integrations across the public safety spectrum. We deliver intuitive tools developed for public safety agencies, forensic labs, court systems, schools and other institutions. Our selective growth strategy focuses on improving customer and user workflows for more efficient and effective operations, leading to better service and outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you'll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you're passionate about making a meaningful difference, we'd love to hear from you.
The Role
The Director of Customer Success leads the post-sale customer lifecycle across all customer segments, ensuring customers realize measurable value, adopt solutions effectively, and renew and expand over time. This role is accountable for building and scaling a high-performing Customer Success organization operating under a "One Account, One Owner" model, with clear ownership of customer outcomes across Strategic, Enterprise, State, and Transactional accounts.
The Director defines how Customer Success operates-establishing engagement models, operating cadence, and cross-functional alignment-while ensuring consistent execution across the core pillars of Strategic Engagement, Adoption, Expansion, and Retention. The role partners closely with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a seamless and scalable customer experience.
What You Do
Customer Success Strategy & Execution
  • Execute Customer Success strategies across all customer segments, ensuring alignment to company growth and retention objectives.
  • Establish standardized customer lifecycle motions, including success planning, business reviews, adoption programs, and renewal readiness.
  • Ensure a proactive, outcome-driven approach to customer engagement focused on value realization and measurable impact.
  • Build scalable processes and playbooks that reduce duplication and ensure consistency across Customer Success teams.

Operating Model & Segmentation
  • Lead a multi-tier engagement model across Strategic, State, Enterprise, and Transactional accounts.
  • Operationalize a hub-and-spoke model, where Customer Success Managers own relationships and provide general project knowledge and engage specialists for additional targeted support.
  • Ensure role clarity across Customer Success and adjacent teams, reinforcing boundaries around support, project delivery/onboarding, and sales ownership.
  • Continuously refine segmentation and coverage models to balance engagement with scalable programs.
  • Own end-to-end retention and renewals strategy, by executing a proactive renewal motion (initiating 180-90 days pre-expiry), enforcing disciplined commercial rigor across procurement cycles, and operationalizing cross-functional support to drive on-time renewals, maximize ARR retention and price increases, mitigate churn risk, and ensure consistent value realization for customers.

Cross-Functional Leadership
  • Partner with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a cohesive customer experience.
  • Establish clear handoffs and accountability across onboarding, Customer Success, and renewals.
  • Serve as an escalation point for high-risk or high-impact customer situations to ensure satisfactory customer resolution and support.
  • Provide Voice of Customer insights to influence product roadmap and go-to-market strategy.

Data, Reporting & Performance Management
  • Own and drive gross and net revenue retention across the customer portfolio, aligning performance to company financial targets.
  • Define and operationalize success metrics across Customer Success and Renewals, including retention, on-time renewals, customer health, business review quality, and expansion pipeline influence.
  • Design and execute structured renewal motions, incorporating early engagement, procurement tracking, and risk mitigation to ensure predictable, on-time renewals.
  • Leading the Renewals team and partnering with sales teams to drive expansion opportunities and maximize lifetime value.
  • Proactively identify churn risks through health, adoption, and engagement signals; implement targeted save plans to mitigate attrition.
  • Establish and maintain customer health scoring models to guide segmentation, prioritization, and intervention strategies.
  • Drive a consistent operating cadence (e.g., pipeline reviews, business reviews) to assess customer health, renewal forecasts, and team performance; coach proactively and enforce accountability.
  • Ensure CRM hygiene and data integrity (e.g., Salesforce), enabling accurate forecasting, renewal visibility, and revenue reporting.
  • Analyze systemic risks and performance trends, translating insights into process improvements, playbook enhancements, and program investments.
  • Oversee automated customer engagement programs (e.g., campaigns, webinars, lifecycle education, newsletters) to scale impact and drive adoption.
  • Communicate performance, risks, and strategic recommendations clearly to GTM and Executive Leadership, ensuring alignment and informed decision-making.

What You Bring
  • Bachelor's degree in Business Administration, Communications, or a related field.
  • 10+ years of experience in Customer Success, Account Management, or related SaaS roles.
  • 5+ years of experience leading teams and developing people leaders.
  • Proven experience owning retention, renewals, and customer growth metrics at scale.
  • Strong understanding of Customer Success operating models, including segmentation and scaled engagement strategies.
  • Experience building and standardizing processes, playbooks, and performance frameworks.
  • Strong data orientation, with the ability to translate insights into action and measurable outcomes.
  • Exceptional collaboration and leadership skills, with the ability to align cross-functional teams.
  • Excellent communication and executive presence, with experience engaging senior stakeholders.
  • Ability to operate effectively in complex, high-accountability environments.
  • Experience in public sector, GovTech, or public safety SaaS environments preferred.

Note: Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on CJIS security requirements, please visit the FBI's CJIS Security Policy Resource Center.
Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate's skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses.
Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.
Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.

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