Director of Revenue Retention

Summary

Join Huntress as its first Director of Revenue Retention to lead the newly established partner success team. You will lead and coach a team of Success Managers, ensuring our MSP partners and mid-market customers maximize the value of our cybersecurity solutions. The role involves developing and driving the team's strategy for partner engagement and retention, implementing and optimizing operational strategies to manage retention revenue. Strong leadership, partner relationship management, and data-driven decision-making are crucial for enhancing adoption, revenue growth, and partner satisfaction. You will work with senior executives, cross-functionally with other teams, and manage at-risk customers and partners. This position requires building and implementing strategies to drive product adoption and overall partner and customer engagement.

Requirements

• 5+ years of experience managing Renewals, Partner, or Customer Success teams in the cybersecurity space; MSP experience is a plus
• Proven success in building Customer or Partner Success teams, including defining business rules and best practices from the ground up or within a developing function
• Strong track record of team leadership, coaching, and performance management
• Excellent organizational skills with the ability to thrive in a hyper-growth environment while managing multiple priorities, accounts, and team members
• Exceptional communication skills, with the ability to engage customers and partners professionally through both written and verbal channels

Responsibilities

• Global Retention Visibility
• Work with senior executives on the visibility of company goals, KPIs, and performance metrics regarding partner and customer engagement and retention
• Work both within the Revenue organization and cross-functionally with Finance, Product, Data, and Marketing to meet and exceed the Global partner and customer retention goals
• Forecast and manage at-risk customers and partners in collaboration and coordination with the Account Management and Technical Account Management teams
• Mitigate risk by developing and utilizing a structured process for health scoring and identifying indicators of potential churn or downgrades
• Drive operational excellence by developing and managing systems and processes that directly impact renewal and retention outcomes
• Leverage data to lead retention strategies and establish best practices across the business
• Develop and implement strategies and playbooks that help drive product adoption, usage, and overall partner and customer engagement
• Team Leadership & Development
• Directly manage, mentor, and coach a small team of Success Managers, fostering professional growth and development
• Conduct regular one-on-ones, team meetings, and training sessions to align strategies and share best practices
• Collaborate with the Account Management leadership to refine roles and responsibilities, including billing, product, and enablement support
• Work cross-functionally with Sales, Product, Finance, and Marketing to ensure the Success team, partners, and customers are equipped with the resources needed to drive success

Benefits

• 100% remote work environment - since our founding in 2015
• Generous paid time off policy, including vacation, sick time, and paid holidays
• 12 weeks of paid parental leave
• Highly competitive and comprehensive medical, dental, and vision benefits plans
• 401(k) with a 5% contribution regardless of employee contribution
• Life and Disability insurance plans
• Stock options for all full-time employees
• One-time $500 reimbursement for building/upgrading home office
• Annual allowance for education and professional development assistance
• $75 USD/month digital reimbursement
• Access to the BetterUp platform for coaching, personal, and professional growth