Avetta’s SaaS platform connects the world’s leading organizations with qualified suppliers, contractors, and vendors. We bring unmatched visibility to companies through cloud-based technology and human insights. As a result, we foster sustainable growth for businesses and their supply chains. Our SaaS subscription software is used by 85k+ active customers in over 100 countries.
Summary:
The Global Director of Customer Retention and Renewals plays a critical role in ensuring that customers remain engaged with the product and continue to derive value from it. This involves not only identifying at-risk customers but also implementing proactive measures to address their concerns before they decide to churn. Strategies may include personalized communication, tailored onboarding experiences, loyalty programs, and regular check-ins to ensure customer satisfaction. Moreover, effective retention involves a deep understanding of customer feedback and behavior. By leveraging tools like customer surveys, usage analytics, and NPS (Net Promoter Score), the director can gather valuable insights that inform retention initiatives. Collaborating closely with other departments, such as product development and marketing, ensures that the company can adapt its offerings to meet evolving customer needs.
We are seeking an experienced and strategic leader to guide our efforts in enhancing customer loyalty and reducing churn for our SaaS products. The ideal candidate will have a proven track record in retention strategies, customer experience, and data analysis to drive customer satisfaction and long-term engagement.
Essential Duties and Responsibilities:
- Develop and implement comprehensive retention strategies tailored to our SaaS offerings.
- Analyze customer data to identify trends, insights, and opportunities for improvement in customer retention.
- Collaborate with product, marketing, and customer success teams to create targeted campaigns that enhance customer experience.
- Monitor and report on retention metrics, providing actionable insights to the executive team.
- Lead a team of specialists, fostering a culture of data-driven decision-making and continuous improvement.
- Design and execute customer feedback programs to gather insights into customer needs and pain points.
- Manage team schedules, time tracking, and administrative support, ensuring optimal coverage and performance.
- Collaborate with developers, technical teams, and product management to ensure smooth implementation of retention-related initiatives.
- Lead brainstorming sessions to identify new process improvements, customer retention strategies, and sales opportunities.
- Ensure adherence to deadlines and operational targets, remaining calm and effective under pressure.
- Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position.
- Maintains a favorable working relationship with all other company employees to foster and promote a cooperative working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
- Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
Minimum Qualifications:
- A deep passion for building and nurturing team cultures that drive success, motivation, and engagement.
- Strong process orientation with a track record of streamlining operations for improved efficiency and outcomes.
- Proven success in sales-driven environments with a strong ability to develop and meet performance targets.
- Exceptional communication skills, with the ability to engage, motivate, and influence both internal teams and external partners.
- Strong analytical skills, with the ability to interpret data and leverage it for decision-making and process improvement.
- Detail-oriented with the ability to manage complex processes while ensuring high levels of quality and accuracy.
- Demonstrated organizational skills and the ability to manage multiple projects simultaneously.
- Ability to remain calm and focused under pressure, delivering results within tight deadlines and high expectations.
- A coachable mindset with a willingness to learn, grow, and adapt to new challenges.
- Familiarity with CRM tools, analytics platforms, and other technology that supports retention efforts.
Education, Training, and Experience:
- 7+ years of experience in retention, customer success, or a related field within the SaaS industry.
- Strong analytical skills with proficiency in data analytics tools and CRM software.
- Excellent communication and leadership skills.
- Proven ability to work collaboratively across departments to achieve common goals.
- Experience in process building and innovation, with a focus on optimizing workflows and driving continuous improvement.
