Director, Customer Retention (SaaS)

TL;DR

Director, Customer Retention (SaaS): Leading and evolving the retention engine across early adoption, de-escalation, and customer value realization with an accent on NRR and churn reduction. Focus on transforming reactive support into a proactive retention center and optimizing the first 90 days of the customer journey.

Location: Remote (United States)

Salary: $114,000 - $194,000 annually

Company

hirify.global is an AI-powered business operating system providing infrastructure for agencies and SMBs to build, automate, and scale.

What you will do

• Lead 3 Customer Care/Retention teams (40+ members) focused on proactive resolution and churn prevention.
• Transform the existing Customer Care organization into a specialized Retention & De-Escalation Center.
• Drive early activation and value realization during the critical first 90 days of the customer lifecycle.
• Partner with Product, Marketing, and Success teams to create a seamless, retention-driven customer journey.
• Own and optimize revenue-retention KPIs, including Net Revenue Retention (NRR), save rates, and churn attribution.
• Coach and develop frontline managers to build a scalable leadership bench.

Requirements

• Must be based in the United States.
• 12+ years of experience improving Gross & Net Revenue Retention in a SaaS environment.
• 5+ years of experience managing managers, leading teams of 20+ people.
• Proven track record of transforming reactive support teams into proactive revenue-saving organizations.
• Strong operational mindset with expertise in SOP development and early lifecycle metrics (activation, onboarding).
• Bachelor’s degree in Business, Communications, Management, or a related field.

Culture & Benefits

• Global, remote-first organization built for speed and ownership.
• Culture of high accountability, initiative, and continuous improvement.
• Environment that values innovation and puts people first regardless of location.
• Focus on professional growth and building systems that support millions of businesses worldwide.