Director, Retention Operations & Growth Analytics

insightsoftware, LLC; North Carolina; Hybrid; USD 160,000 - 201,000; Full time

Benefits offered by this job

Health insurance

401(k)

Professional development support

Flexible work arrangements

Job summary

insightsoftware is seeking a Director of Retention Operations for the Reporting business unit to oversee GRR and NRR across a high-volume customer base. You will consolidate signals from customer success, analyze churn drivers, and lead programmatic retention strategies with cross-functional partners.

The role demands deep SaaS metrics expertise, strong data visualization skills, and the ability to manage multiple retention initiatives at scale.

Qualifications

• Seven to ten years of experience in customer success operations, retention analytics, or similar role in a high-volume B2B SaaS environment.
• Deep understanding of SaaS metrics (GRR, NRR, CAC payback, churn drivers, cohort analysis).
• Demonstrable experience with programmatic or high-volume customer bases (100+ accounts).
• Strong analytical and data visualization skills; comfort with SQL, BI tools, and statistical analysis.
• Experience designing and tracking retention initiatives or campaigns at scale.
• Excellent communication skills and ability to distill complex analyses for leadership.
• Project management mindset with multiple concurrent initiatives.

Responsibilities

• Consolidate customer health signals from success teams to provide weekly visibility into account and cohort health.
• Track GRR and NRR by product, segment, and cohort; analyze variances and momentum.
• Identify at-risk cohorts and work with success teams to implement interventions and track progress.
• Conduct root-cause analysis on churn trends and recommend improvements.
• Partner with success, product, and marketing to design retention and expansion plays.
• Maintain dashboards tracking GRR, NRR, churn cohorts, expansion opportunities, and forecasts.

Skills

Retention analytics

SaaS metrics

SQL

BI tools

Data visualization

Communication skills

Project management

Cross-functional collaboration

Tools

SQL

BI tools

Statistical analysis

Job description

insightsoftware is seeking a Director of Retention Operations for the Reporting business unit to oversee GRR and NRR across a high-volume customer base. You will consolidate signals from customer success, analyze churn drivers, and lead programmatic retention strategies with cross-functional partners.

The role demands deep SaaS metrics expertise, strong data visualization skills, and the ability to manage multiple retention initiatives at scale.