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Director Customer Retention Jobs (NOW HIRING)

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 ...

STG Logistics

Director, Customer Success

Bensenville, IL · On-site

$105K - $150K/yr

This role will focus on customer retention, account expansion, multi-modal penetration, and strategic relationship development. The Director of Customer Success will lead a team of Account Managers ...

NRC Health

Director, Customer Success

Lincoln, NE · On-site +1

$120K - $162K/yr

You will lead efforts to execute multi-year agreements and strategic growth plans to drive customer retention and improve Net Promoter Scores (NPS). Together with the Director, Strategic Partnerships ...

Saint-Gobain

Director, Customer Experience

Malvern, PA · On-site

The Director of Customer Experience leads the development and orchestration of a unified, customer ... Ensure these programs drive engagement, retention, and measurable commercial impact. * Customer ...

Absorb Software

Director, Customer Enablement

... Director, Customer Enablement, you'll lead the function responsible for ensuring customers get ... This is the foundation of gross retention. * Build a community of customer champions. Create case ...

Avoca AI

Director, Customer Success

New York, NY · On-site

$220K - $280K/yr

About the Role As Director of Customer Success, you'll lead a team of technical account managers ... Hire, develop, and retain a group of Technical Account Managers and managers of CS. * Create and ...

NRC Health

Director, Customer Success

Lincoln, NE

$120K - $162K/yr

You will lead efforts to execute multi-year agreements and strategic growth plans to drive customer retention and improve Net Promoter Scores (NPS). Together with the Director, Strategic Partnerships ...

Global Relay

Director, Customer Success

New York, NY

As Director, Customer Success, you will manage a team that owns strategic and enterprise customer ... Build strategies to drive adoption, retention, and expansion with our largest customers * Work with ...

C3 AI

Director, Customer Support

Redwood City, CA · On-site

C3 AI is seeking a Director of Customer Support Engineering to lead our growing global support team ... Recruit and retain exceptional talent to ensure the team achieves expected growth and customer ...

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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 Aug 8, 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?

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:
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Director Customer Retention jobs near you
Infographic showing various Director Customer Retention job openings in the United States as of August 2026, with employment types broken down into 79% Full Time, 18% Part Time, and 3% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $123,338 per year, or $59.3 per hour.

Director, Customer Success / Account Management

Focus

Dallas, TX • On-site

$130 - $150/hr

Other

Posted 14 days ago

Job description

Director, Customer Success
Location: Major U.S. Metropolitan Market (must reside near a major airport)
Reporting To: VP Customer Success
Travel: Up to 50% nationwide
Compensation: $130,000–$150,000 base salary plus annual performance bonus (target 20%)

About Metropolitan Warehouse & Delivery
Metropolitan Warehouse & Delivery is one of the nation's leading providers of third-party logistics, warehousing, distribution, and white glove final mile delivery services for big and bulky consumer goods. With a nationwide network of strategically located facilities, we partner with many of the world's leading furniture, home furnishings, mattress, appliance, and oversized product manufacturers and retailers. We are seeking an experienced, customer-focused leader to join our Commercial team as Director, Customer Success. This role serves as the executive owner of strategic customer relationships, ensuring exceptional service delivery while driving long-term customer growth and profitability across Metropolitan's national network. This position is ideal for someone who enjoys building executive relationships, solving complex operational challenges, and partnering with Operations, Transportation, Engineering, Finance, and Business Development teams to create value for customers.

Position Summary
The Director, Customer Success, leads Metropolitan's largest and most strategic customer relationships from implementation through ongoing operations, serving as the primary strategic relationship owner while balancing operational excellence, financial performance, and commercial growth. Success in this role requires the ability to develop trusted executive relationships, proactively identify opportunities, navigate complex operational environments, negotiate commercial agreements, and collaborate across multiple functional teams.

Key Responsibilities

Customer Leadership

  • Serve as executive relationship owner for a portfolio of strategic national accounts.
  • Build trusted partnerships with customer executives, supply chain leaders, and operations teams.
  • Lead Quarterly Business Reviews (QBRs), executive business reviews, and strategic planning sessions.
  • Champion the Voice of the Customer across Metropolitan's organization.
  • Proactively identify risks, resolve escalated issues, and ensure a best-in-class customer experience.

Account Growth

  • Develop account strategies that drive customer retention and profitable growth.
  • Identify opportunities for additional warehousing, transportation, final mile, value-added services, and network expansion.
  • Partner with Sales/Business Development on customer expansion opportunities.
  • Lead contract renewals, pricing discussions, and commercial negotiations.
  • Support RFP responses, Statements of Work (SOWs), implementation planning, and commercial proposals.

Operational Partnership

  • Partner closely with Regional Operations leadership to ensure customer commitments are achieved.
  • Monitor KPIs, SLAs, customer scorecards, financial performance, and operational metrics.
  • Drive continuous improvement initiatives that improve service, productivity, and profitability.
  • Coordinate cross-functional resources to resolve customer challenges quickly and effectively.
  • Support implementation of new business launches, network expansions, and operational transitions.

Financial Management

  • Understand customer performance and profitability.
  • Monitor pricing compliance and identify opportunities for margin improvement.
  • Support budgeting, forecasting, and annual business planning.
  • Collaborate with Finance on billing, contract administration, and commercial analysis.

Leadership

  • Influence cross-functional teams without direct authority.
  • Coach and mentor Account Managers as the organization continues to grow.
  • Foster a culture of accountability, customer focus, collaboration, and continuous improvement.

What You Need to Succeed

Minimum Qualifications

  • Bachelor's degree in Business, Supply Chain, Logistics, Operations, or a related field, or equivalent professional or military experience.
  • Seven (7)+ years of progressive experience in Account Management, Customer Success, Supply Chain, Logistics, or Operations.
  • Experience managing strategic or national customer accounts within a complex operational environment.
  • Demonstrated ability to lead strategic customer initiatives, manage executive relationships, and deliver measurable commercial value.
  • Proven experience supporting pricing strategy, contract negotiations, Statements of Work (SOWs), RFP responses, and commercial agreements.
  • Strong business acumen with the ability to balance customer satisfaction, operational execution, and financial performance.
  • Exceptional customer relationship management, communication, negotiation, and presentation skills.
  • Proven ability to collaborate across multiple functional teams and influence stakeholders without direct authority.
  • Strong analytical and problem-solving skills with the ability to interpret operational and financial data to drive business decisions.
  • Excellent organizational and project management skills with the ability to prioritize multiple initiatives in a fast-paced environment.
  • Proven ability to lead cross-functional initiatives across multiple locations.

Preferred Qualifications

  • Ten (10)+ years of progressive account management or customer leadership experience, including national 3PL account management.
  • Experience within third-party logistics (3PL), warehousing, transportation, distribution, or final mile operations.
  • Experience managing enterprise or Fortune 500/1000 customer relationships across multiple locations.
  • Experience supporting furniture, big and bulky retail, home furnishings, appliance, or consumer goods customers.
  • Experience managing multi-site or national logistics programs.
  • Experience with network optimization, distribution strategy, or supply chain consulting.
  • Experience supporting large, complex customer implementations and network expansions.
  • Working knowledge of Warehouse Management Systems (WMS), Transportation Management Systems (TMS), and supply chain performance metrics.
  • Demonstrated success identifying and executing organic growth opportunities within existing customer accounts.
  • Strong executive presence with a consultative mindset that balances growth opportunities against operational excellence and customer satisfaction.

Location & Travel

  • Must reside in a major U.S. metropolitan market with convenient access to a major commercial airport.
  • Ability to travel approximately 40%–50% throughout Metropolitan's national warehouse network and customer locations.
  • Relocation assistance is available for qualified candidates.

Why Metropolitan Warehouse & Delivery?

At Metropolitan, our customers trust us to deliver exceptional logistics solutions across one of the largest big and bulky distribution networks in North America. We combine operational excellence, technology, and a customer-first culture to create lasting partnerships that drive growth for both our customers and our business. If you're passionate about building strategic relationships, leading cross-functional teams, and delivering meaningful business results, we'd love to hear from you.

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