Requirements
- 12+ of experience, a proven track record of improving Gross & Net Revenue Retention in a SaaS environment, with clear playbooks that moved the needle (early adoption, de-escalation, save motions, product activation).
- 5+ years managing managers, with proven success leading large teams of 20+ people.
- Demonstrated ability to transform reactive support or care teams into proactive, retention-driven organizations.
- Expert at turning reactive support environments into proactive revenue-saving teams, with measurable reductions in involuntary and voluntary churn
- Strong commercial mindset — understands plan mix, cohort behavior, discount impact, and how customer experience directly influences revenue outcomes.
- Deep fluency in early lifecycle metrics (activation, onboarding milestones, first-value attainment) and how these correlate to long-term retention and expansion.
- Proven experience building de-escalation frameworks, early adoption programs, or churn reduction initiatives with measurable results.
- Strong operational mindset with expertise in SOP development, process improvement, and scaling through systems and tooling.
- Exceptional coaching ability — you build leaders who build strong teams.
- Strong collaboration and stakeholder management skills across product, marketing, success, support, and operations.
- Highly analytical, data-driven, and able to translate insights into actionable strategies.
- Positive, resilient, and passionate about helping customers achieve long-term success.
- Experience/Education/Certifications Required: • Bachelor’s degree in Business, Communications, Management, or a related field (or equivalent practical experience).
Nice to Have
- MBA or advanced degree preferred but not required.
Work Arrangement
Remote (Worldwide)
Team
Team size: 2,000+. Structure: global, remote-first organization
