Customer Retention Program Director
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Job Description
Customer Health Program Director responsible for customer health, retention, and churn strategies at RealPage. Collaborating cross-functionally to improve customer experience and drive revenue growth.
Responsibilities:
- Own and evolve the company-wide Customer Health & Risk (CHE) program, including frameworks, definitions, processes, and success metrics.
- Design and operationalize risk identification methodologies, ensuring consistency across segments, products, and teams.
- Establish and maintain governance processes, including weekly audits, quality reviews, and program adherence monitoring.
- Develop and deliver training and enablement to ensure consistent adoption across Customer Success and cross-functional teams.
- Define company-level goals and KPIs for customer health, risk reduction, and retention performance.
- Own churn tracking, forecasting, and reporting across the business, including ARR impact, cohort analysis, and predictive modeling.
- Partner with Finance to align churn forecasts with revenue planning and company financial targets.
- Build and maintain models to quantify risk exposure, forecast retention outcomes, and evaluate intervention effectiveness.
- Identify leading indicators of churn and expansion, translating insights into actionable strategies.
- Own the design, refinement, and ongoing optimization of the Customer Health Score model.
- Continuously improve scoring methodologies using behavioral, product usage, sentiment, and financial data.
- Deliver executive-level insights, analysis, and storytelling on customer health, risk, and churn trends.
Requirements:
- Bachelor’s degree required; advanced degree (MBA, Analytics, Data Science, or related field) preferred
- 8–12+ years of experience in SaaS, with a focus on customer success operations, retention, or revenue analytics
- 5–8+ years in a leadership role
- Proven experience owning or building customer health, churn, or retention programs
- Strong background in financial analysis, forecasting, and recurring revenue models (ARR/MRR)
- Experience working cross-functionally with Customer Success, Finance, Product, and Sales
- Experience with AI/ML-driven analytics or advanced data modeling preferred
- Ability to work extended hours as needed (may be required at times).
- Ability to travel up to 25%.
Benefits:
- Health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Performance-based bonus based on position.
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