Director of Retention Operations & Growth (SaaS)

Insightsoftware; United States; Hybride; USD 160 000 - 201 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k)

Professional development support

Flexible work arrangements

Résumé du poste

insightsoftware is seeking a Director of Retention Operations for the Reporting unit to lead strategic retention initiatives, monitor GRR/NRR, and scale programs across a high-volume customer base. You will consolidate signals from customer success, product, and marketing to drive proactive interventions and measurable outcomes.

The role requires deep SaaS metrics expertise, strong analytics, and the ability to translate data into leadership-ready insights, with a focus on scalable, repeatable

Qualifications

• 7–10 years of experience in customer success operations or retention analytics in a high-volume SaaS environment.
• Deep understanding of SaaS metrics (GRR, NRR, CAC payback) and ability to analyze variances.
• Experience with programmatic or high-volume customer bases (100+ accounts).
• Strong analytical and data visualization skills; comfortable with SQL and BI tools.
• Experience designing retention initiatives at scale.
• Excellent communication and ability to translate analysis to leadership.
• Project management mindset to run multiple initiatives in parallel.

Responsabilités

• Consolidate customer health signals to provide weekly visibility into account health.
• Track GRR and NRR by product, segment, and cohort; analyze deterioration or momentum.
• Develop interventions for at-risk accounts with customer success teams.
• Analyze churn trends to identify systemic issues and improvements.
• Collaborate with product and marketing to design retention and expansion plays.
• Maintain dashboards tracking retention metrics and provide forecasts.
• Develop escalation protocols for at-risk accounts.
• Report retention performance and drivers to GM.
• Identify at-risk accounts and plan attack to maintain GRR.

Connaissances

SQL

BI tools

Retention analytics

Churn analysis

SaaS metrics

Cross-functional collaboration

Project management

Data visualization

Description du poste

insightsoftware is seeking a Director of Retention Operations for the Reporting unit to lead strategic retention initiatives, monitor GRR/NRR, and scale programs across a high-volume customer base. You will consolidate signals from customer success, product, and marketing to drive proactive interventions and measurable outcomes.

The role requires deep SaaS metrics expertise, strong analytics, and the ability to translate data into leadership-ready insights, with a focus on scalable, repeatable