Remote Director of Retention & Growth Operations

Insightsoftware; Northern (KY); Hybrid; USD 160,000 - 201,000; Full time

Benefits offered by this job

Health insurance

401(k)

Professional development

Flexible work arrangements

Job summary

Insightsoftware is seeking a Director of Retention Operations for the Reporting unit to lead retention analytics, consolidate health signals, and drive programmatic retention and expansion across a high-volume customer base.

Reporting to the General Manager, you will track GRR and NRR by product and cohort, identify at-risk accounts, perform root-cause analysis, and partner with CS, product, and marketing to scale retention plays and improve outcomes.

Qualifications

• Seven to ten years of experience in customer success operations or a similar role in a high-volume B2B SaaS environment.
• Deep understanding of SaaS metrics (GRR, NRR, CAC payback, churn drivers, cohort analysis) and ability to identify performance variances.
• Experience designing and tracking retention initiatives or campaigns at scale.

Responsibilities

• Consolidate customer health signals from CS teams to provide weekly visibility into account and cohort health.
• Track GRR and NRR by product, segment, and cohort; analyze variance to identify trends and momentum.
• Identify at-risk cohorts and work with CS to develop targeted interventions and track remediation progress.

Skills

SQL

BI tools

statistical analysis

Job description

Insightsoftware is seeking a Director of Retention Operations for the Reporting unit to lead retention analytics, consolidate health signals, and drive programmatic retention and expansion across a high-volume customer base.

Reporting to the General Manager, you will track GRR and NRR by product and cohort, identify at-risk accounts, perform root-cause analysis, and partner with CS, product, and marketing to scale retention plays and improve outcomes.