Head of Customer Retention

Summary

Join Komodo Health as the Head of Customer Retention to enhance company growth and profitability by defining and managing renewal programs, processes, and enablement activities that boost customer retention rates and ensure timely renewals of contracts.

Requirements

• 10+ years of experience of demonstrated success in owning & implementing customer renewal strategies at B2B SaaS or enterprise technology organizations
• Demonstrated success in driving on-time renewal outcomes and achieving high customer retention rates
• Exceptional analytical skills, with the ability to translate complex data into strategic actionable insights
• Ability to architect processes, systems, and rhythms that allow for high-performance
• Strong ability to collaborate with cross-functional teams
• Outstanding communication and presentation skills
• A customer-centric mindset with the passion to continuously improve and innovate, evaluate, adopt, and advocate for critical initiatives needed to obtain business results

Responsibilities

• Lead the creation and deployment of the Account Management team within each sales segment
• Develop and implement a comprehensive customer renewal strategy aimed at increasing the % of contracts renewed and on time
• Collaborate with cross-functional teams to align goals and execute the renewal strategy effectively
• Identify potential challenges in the renewal process and designed proactive solutions
• Present data-driven reports and findings to company stakeholders, showcasing the impact and progress of the renewal strategy - this is done on a monthly basis
• Cultivate a customer-centric culture, ensuring that the customer's voice is integrated into the renewal process
• Establish regular touchpoints with key stakeholders, ensuring transparency, understanding, and buy-in for the renewal strategy
• Create a feedback mechanism for customers post-renewal, using their insights to refine the strategy and address any areas of concern promptly

Benefits

• $183,000 — $247,000 USD annual base pay
• Commissions in accordance with a written agreement or plan
• Company-paid life insurance and long-term disability insurance
• 401k Retirement Plan
• Prepaid legal assistance
• Paid time off for vacation, sickness, holiday, and bereavement