Position Details

Type Full-Time

Experience lead

Exp. Years 7–12+ years

Education Not Specified

Category Executive & General Management

About this role

Head of Retention & Expansion leads retention, expansion, and customer outcomes across a 25+ person Customer Success organization, turning CS into a measurable growth engine by driving churn reduction, NRR, and AI adoption.

Key Responsibilities

CS org leadership (25+ team)
Churn reduction (Primary KPI)
Net Revenue Retention & Expansion
AI Adoption & Expansion Revenue
Systems, Playbooks & Process

Technical Overview

Leadership role focused on CS metrics, analytics, AI adoption, onboarding/activation, renewal processes, and cross-functional collaboration to influence product roadmap.

Ideal Candidate

The ideal candidate is a senior, data-driven customer success leader with 7–12+ years in CS/Retention at a SaaS company, proven ability to manage 20+ people, and a track record of reducing churn and increasing net revenue retention, ideally in SMB/high-churn environments.

Must-Have Skills

7–12+ years in Customer Success / Retention / Account ManagementExperience managing teams of 20+ peopleExperience at $5M–$30M ARR SaaS companies (preferred; equivalent scope also considered)Proven track record improving churn and/or NRRBonus: Experience in SMB / high-churn environments

Required Skills

7–12+ years in Customer Success / Retention / Account ManagementExperience managing teams of 20+ peopleExperience at $5M–$30M ARR SaaS companiesProven track record improving churn and/or NRRBonus: Experience in SMB / high-churn environments

Hard Skills

Data analysisCustomer success metricsNet Revenue RetentionNRRExpansion revenueAI adoptionActivationOnboardingRenewal workflowsReportingPlaybooksProcess improvementCross-functional collaborationProduct feedback loop

Soft Skills

LeadershipAccountabilityCoachingStrategic thinkingCommunicationStakeholder managementDecision-making

Industry & Role

Industry SaaS

Job Function Lead retention and expansion strategy to grow ARR and optimize customer outcomes across a SaaS customer success organization

Role Subtype Executive & General Management

Keywords for Your Resume

Head of retention & expansioncustomer successretentionchurn reductionnet revenue retentionNRRexpansion revenueAI adoptionactivationonboardingrenewal workflowscs metricsteam leadershipcoachingremotehybridsaasARRgrowth enginecustomer outcomesdata-drivenrenewalsupsellSaaS

Deal Breakers

Lack of experience managing large CS teams, No SaaS experience at $5M–$30M ARR, Inability to demonstrate churn/NRR improvement

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