Director, Customer Success Attrition Programs

About This Role

This high-impact role is responsible for architecting and leading a proactive, cross-functional program designed to identify at-risk customers and drive targeted interventions that reduce churn and secure long-term loyalty.

Responsibilities

• Design and operationalize the global framework for proactive attrition programs, targeting thousands of accounts simultaneously
• Partner with Data Science and Analytics to identify cohorts of risk using data-driven signals
• Define the scope, duration, and commercial structure for tailored interventions and determine the right mix of Success and Services resources
• Establish and lead a cross-functional core team to drive alignment and execution, creating a robust governance model for list review and engagement validation
• Develop and manage a clear reporting framework to track program progress and demonstrate impact, presenting findings and strategic recommendations to senior leadership
• Serve as the primary point of contact for this initiative, ensuring seamless collaboration and communication between CSMs, AEs, Services, and other key partners
• Create feedback loops to help continuously build long term offers geared towards scalable success for the customers

Requirements

• 12+ years of experience in Customer Success, Account Management, Professional Services, or strategic consulting within an enterprise SaaS environment
• 7+ years of proven experience leading large-scale, cross-functional programs or teams
• Demonstrated ability to influence and drive results without direct authority
• Deep understanding of the drivers of customer attrition and experience developing successful retention strategies
• Strong analytical skills with the ability to partner effectively with data science and analytics teams
• Proven ability to define engagement scope, structure contracts, and understand commercial aspects of customer rescue missions
• Exceptional communication and presentation skills, with the ability to articulate complex strategies and report to C-level executives
• Bachelor’s degree

Qualifications

• Bachelor’s degree required; MBA or equivalent advanced degree preferred
• 12+ years of experience in Customer Success, Account Management, Professional Services, or strategic consulting within an enterprise SaaS environment, with 7+ years proven experience leading large-scale, cross-functional programs or teams

Nice to Have

• Direct experience managing at-risk accounts or leading "red account" programs
• MBA or equivalent advanced degree
• Hands-on experience with the Salesforce platform and a deep understanding of its ecosystem

Skills

* Required skills

Benefits