Director, Customer Retention

PowerFleet Inc.; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading technology company in Toronto is seeking a Director of Customer Retention. In this senior role, you will drive initiatives to maximize customer satisfaction and loyalty. The ideal candidate will have proven leadership experience, strong analytical skills, and the ability to work with cross-functional teams. This is an exciting opportunity to impact customer retention strategies within a dynamic environment.

Qualifications

• Proven leadership experience in customer retention or a related role.
• Success in designing and implementing retention strategies in a SaaS environment.
• Experience working with cross-functional, multi-national teams.

Responsibilities

• Lead the design and execution of customer retention strategies.
• Identify root causes of churn and implement proactive programs.
• Monitor and report on key metrics related to retention.

Skills

Leadership in customer retention

Analytical skills

Communication skills

Problem-solving skills

Collaboration skills

Tools

CRM systems

Data analysis tools

Job description

About Powerfleet

Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through the ingestion, harmonization, and integration of data, irrespective of source, and delivers actionable insights to help companies save lives, time, and money. Our people-centric approach empowers our customers to achieve impactful and sustained business improvement. We serve over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations on every major continent.

About the Role

The Director of Customer Retention is a senior leadership role responsible for driving initiatives that maximize customer satisfaction, loyalty, and lifetime value. This role partners with global teams to identify churn risks, analyze customer health, and deliver programs that strengthen long-term relationships. The successful candidate will blend strategic thinking with hands-on execution to deliver measurable improvements in retention outcomes.

Key Responsibilities

• Retention Strategy: Lead the design and execution of customer retention strategies that improve loyalty across global markets.
• Churn Reduction: Identify root causes of churn and implement proactive “get-well” programs to mitigate risks.
• Customer Insights: Leverage data, customer health scores, and feedback to identify trends and opportunities for improvement.
• Performance Management: Monitor and report on key metrics related to retention, customer sentiment, and lifetime value.
• Cross-Functional Leadership: Partner with Sales, Customer Success, Product, and Operations to ensure consistent execution of retention initiatives.
• Innovation: Introduce new tools, processes, and technologies to enhance customer engagement and retention.

Qualifications

• Proven leadership experience in customer retention, customer success, or a related role.
• Demonstrated success in designing and implementing retention strategies within a SaaS or technology-driven environment.
• Strong analytical and problem-solving skills, with proficiency in CRM systems and data analysis tools.
• Experience working with cross-functional, multi-national teams.
• Excellent communication, influencing, and collaboration skills.
• Self-motivated and results-oriented, with the ability to thrive in a fast-paced environment.

Powerfleet is an equal opportunity employer and is committed to fostering an inclusive, accessible environment where all employees and applicants feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we operate. Accommodations are available upon request for candidates taking part in all aspects of the selection process.