Design and operationalize the global framework for proactive attrition programs
Partner with Data Science and Analytics to identify cohorts of risk using data-driven signals
Define the scope, duration, and commercial structure for tailored interventions
Establish and lead a cross-functional core team to drive alignment and execution
Develop and manage a clear reporting framework to track program progress and demonstrate impact
Serve as the primary point of contact for this initiative, ensuring seamless collaboration and communication

12+ years of experience in Customer Success, Account Management, Professional Services, or strategic consulting within an enterprise SaaS environment
7+ years of proven experience leading large-scale, cross-functional programs or teams
Deep understanding of the drivers of customer attrition and experience developing successful retention strategies
Direct experience managing at-risk accounts or leading 'red account' programs is highly desirable
Strong analytical skills with the ability to partner effectively with data science and analytics teams to turn insights into actionable strategies
Proven ability to define engagement scope, structure contracts, and understand the commercial aspects of customer rescue missions
Exceptional communication and presentation skills, with the ability to articulate complex strategies and report on progress to C-level executives
Bachelor’s degree required; MBA or equivalent advanced degree preferred
Hands-on experience with the Salesforce platform and a deep understanding of its ecosystem

Director, Customer Success, Attrition Programs

Key skills