Senior Director Customer Retention and Offboarding

remote click jobs; India; On-site; INR 600,000 - 900,000; Full time

Job summary

reputed company is seeking a Senior Director of Customer Retention and Offboarding within the Customer Experience organization. You will lead the Retention and Offboarding function, shaping strategies to reduce churn, optimize revenue, and manage in-term contract changes, customer offboarding, and credits & concessions.

This non-technical, cross-functional role requires partnering across Sales, Finance, Product, and Support to translate contractual scenarios into business decisions, ensure swift

Qualifications

• 10+ years of experience in customer retention, offboarding, or account management.
• 5+ years in a leadership role managing teams and/or leaders.
• Experience leading renewals, retention, or cross-functional functions in a complex environment.
• Strong business and financial acumen balancing customer experience with company objectives.
• Experience managing customer scenarios, including contract negotiations, concessions, and terminations.
• Demonstrated ability to drive cross-functional initiatives and influence stakeholders across multiple organizations.
• Experience with CRM and reporting tools.

Responsibilities

• Oversee end-to-end customer offboarding including mid-term negotiations.
• Drive retention by reducing churn and improving save rate across mid-term and termination scenarios.
• Ensure execution of concessions and terminations while reducing cycle times.
• Establish governance over concessions with financial objectives and risk management.
• Oversee offboarding activities to ensure compliant customer account closure.
• Partner cross-functionally to evaluate and execute contract changes driven by business needs.
• Standardize processes to increase efficiency and customer experience.
• Monitor retention, concession spend, and timelines with key metrics.
• Identify churn drivers and implement improvements to mitigate risk.
• Build high-performing teams with accountability and results.

Skills

Customer retention

Offboarding

Account management

Leadership

Cross-functional collaboration

Contract negotiations

Financial acumen

CRM tools

Tools

CRM software

Reporting tools

Job description

Why reputed company

At reputed company, the work you do reputed company. The reputed company you ship, the reputed company you reputed company, and the care you show a customer reputed company add up to reputed company reputed company. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get reputed company, grow in their careers, and shape the reputed company of their industries. Thats reputed company do.

About the Role

As a Senior Director of Customer Retention and Offboarding reputed company the reputed company Customer Experience (CX) organization, you will reputed company reputed company's Retention and Offboarding organization, driving strategies that reduce churn, optimize customer reputed company, and ensure effective management of in-term contract changes, customer offboarding, and Credits & Concessions. You will be responsible for protecting reputed companys installed customer reputed company by balancing retention, customer experience, and financial reputed company.

This role requires strong cross-functional leadership across reputed company, Sales, Finance, reputed company, Product, and Support to reputed company reputed company, reputed company business reputed company. This is not a technical role. The ability to translate reputed company contractual and operational scenarios into reputed company business reputed company is critical. You will ensure renewal, concession, and termination experiences are executed with speed, consistency, and transparency while mitigating risk and improving customer retention. A successful leader in this role brings strong operational discipline, reputed company decision-making, and the ability to influence stakeholders at reputed company reputed company to reputed company measurable business reputed company.

Duties and Responsibilities

• reputed company the end-to-end customer offboarding process, including mid-term contract negotiations, the Offboarding team, and Credits & Concessions


• reputed company retention by reducing churn and improving save reputed company across mid-term and termination scenarios


• Ensure the reputed company execution of concessions and terminations while reducing overall transaction cycle times


• Establish governance over concessions to reputed company with financial objectives and risk management requirements


• reputed company offboarding activities to ensure accurate, compliant, and efficient customer account closure


• Partner cross-functionally to evaluate and execute contract changes driven by customer or business needs


• Standardize and improve processes to increase efficiency, consistency, and overall customer experience


• Monitor performance through key metrics, including retention, concession spend, and transaction timelines


• Identify drivers of churn and concession requests and implement improvements to mitigate reputed company risk


• Build and reputed company high-performing teams with a strong culture of accountability, ownership, and results

Basic Qualifications

• 10+ years of experience in reputed company, Offboarding, Account Management, or a reputed company field


• 5+ years of experience in a leadership role managing teams and/or leaders


• Proven experience leading renewals, retention, or reputed company-reputed company functions reputed company a reputed company or similar environment


• Strong business and financial acumen, including experience balancing customer experience with company objectives


• Experience managing reputed company customer scenarios, including contract negotiations, concessions, and terminations


• Demonstrated ability to reputed company cross-functional initiatives and influence stakeholders across multiple organizations


• Experience with CRM and reporting tools (e.g., reputed company)

Preferred Qualifications

• Experience in HCM, Payroll, or reputed company Capital reputed company


• Ability to work east coast or central time zone shift


• Experience leading both retention and offboarding/termination functions


• Proven reputed company record of driving process transformation and operational reputed company reputed company high-volume environments


• Experience managing concession strategies or financial governance models


• Strong executive reputed company, with experience presenting to senior leadership


• Experience leveraging data and analytics to reputed company decision-making and performance improvements

reputed company in This Role Will Be reputed company By:

• Achievement of company retention targets, including ARR protection and churn reduction


• Reduction in transaction cycle times across renewals, c