Director of Client Retention & Growth

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

Job summary

Dow Jones & Company, Inc. is seeking a Client Retention Director who will lead a team of Client Engagement Specialists across the Americas within Dow Jones Risk product verticals.

You will own retention strategy, reduce churn, and elevate customer satisfaction among diverse client profiles and geographies. You will partner with Product, Operations, Sales, and Marketing to implement data-driven retention initiatives, mentor leaders, and align resources to sustain growth and profitability while

Qualifications

• A minimum of 12 years of experience in client retention, customer success, or account management.
• Leadership experience with coaching, mentoring and people development.
• Strong understanding of customer subscription lifecycle and risk mitigation.
• Excellent communication skills; able to influence at senior levels.
• Experience with SFDC and data-driven decision making.

Responsibilities

• Lead and develop the Client Engagement Specialists team to meet retention targets.
• Design and implement region-specific retention strategies aligned with global goals.
• Collaborate with Account Managers, Operations, Product and Sales to ensure onboarding, migration and retention.
• Cultivate relationships with strategic clients to reinforce value proposition.
• Use analytics to identify retention risks and inform strategy; support cross-sell initiatives.
• Oversee resource allocation and professional development within the team.
• Track performance and coordinate SPIFs and local incentives.

Skills

Leadership

Retention strategy

Data analytics

CRM SFDC

Stakeholder management

Cross-functional

Tools

SFDC

Google Suite

Tableau

AI tools

Job description

Dow Jones & Company, Inc. is seeking a Client Retention Director who will lead a team of Client Engagement Specialists across the Americas within Dow Jones Risk product verticals.

You will own retention strategy, reduce churn, and elevate customer satisfaction among diverse client profiles and geographies. You will partner with Product, Operations, Sales, and Marketing to implement data-driven retention initiatives, mentor leaders, and align resources to sustain growth and profitability while