Americas Client Retention Director: Strategy & Growth

Dow Jones; New York (NY); On-site; USD 150,000 - 185,000; Full time

Job summary

Dow Jones is seeking a Client Retention Director in NYC to lead the CES team and shape a robust retention strategy across the Americas for Risk product lines. You will drive churn reduction, customer satisfaction, and growth by coordinating with product, operations, sales, and marketing.

The role requires deep expertise in subscription lifecycles, portfolio planning, and leadership, with a track record of delivering measurable retention improvements in large, matrixed organizations.

Qualifications

• Minimum 12 years in retention, customer success, or account management in large organizations.
• Proven leadership with coaching and people development.
• Strong understanding of subscription lifecycle, portfolio planning and risk mitigation.
• Ability to collaborate across product, operations, sales and marketing.

Responsibilities

• Lead and develop the CES team with clear objectives and performance management.
• Design region-specific retention strategies aligned with global goals.
• Collaborate with Accounts, Operations and Product to ensure onboarding, migration and retention.
• Cultivate relationships with strategic clients to reinforce Dow Jones’ value.
• Use data analytics to assess performance and identify retention risks.
• Support cross-sell initiatives and expand revenue with ROI focus.
• Manage resources and HR matters to develop the team.
• Track performance and coordinate SPIFs and local incentives.

Skills

Team leadership

Customer focus

Analytical skills

Communication skills

Problem-solving

Technology fluency

Industry knowledge

Experience 12+ years

Tools

SFDC CRM

Google Suite

Tableau

AI tools

Job description

Dow Jones is seeking a Client Retention Director in NYC to lead the CES team and shape a robust retention strategy across the Americas for Risk product lines. You will drive churn reduction, customer satisfaction, and growth by coordinating with product, operations, sales, and marketing.

The role requires deep expertise in subscription lifecycles, portfolio planning, and leadership, with a track record of delivering measurable retention improvements in large, matrixed organizations.