Senior Director, Customer Retention

Summary

Join Komodo Health as a Senior Director, Customer Retention and lead a high-performing team focused on driving customer retention, renewals, and long-term value realization. You will set the strategic vision for retaining and growing Komodo’s current customer base, fostering deep client partnerships, and ensuring exceptional outcomes. This leadership role involves coaching and empowering a team to manage all stages of renewal conversations, engaging diverse customer stakeholders, and aligning Komodo solutions to evolving customer priorities. By driving account management best practices and measurable value delivery, you will play a pivotal role in securing renewals, reducing churn, and expanding Komodo’s footprint within existing accounts. In your first year, you will develop and execute renewal strategies, partner with the GVP to align retention strategies with organizational goals, understand account-level opportunities, and implement scalable team training and best practices. Komodo offers a hybrid work model and a competitive total rewards package.

Requirements

• 8+ years of experience in technology account management focused roles with prior direct responsibility and accountability leading teams of employees overseeing customer renewals
• Extensive experience in client-facing roles of increasing responsibility, delivering innovative SaaS recurring revenue software products, analytics, or consulting services with a focus on customer retention, renewals, and long-term value realization for Commercial Life Sciences customers
• Proven leadership experience managing five or more direct reports, including other people managers, with a track record of building and retaining high-performing, customer-focused teams
• Demonstrated ability to consistently achieve and exceed revenue retention and renewal targets, both individually and as a team leader
• Advanced storytelling, communication, and interpersonal skills, with a history of owning and strengthening high-profile customer relationships that contribute to long-term account retention
• Proven ability to develop and sustain long-term business relationships with Life Sciences customers across Sales, Marketing, and Commercial Analytics, ensuring continuous alignment and value delivery
• Expertise in managing multiple high-stakes customer relationships and projects simultaneously, ensuring retention and satisfaction while maintaining high quality and professionalism under pressure
• Strong agility to collaborate across internal teams to meet customer contractual requirements, address business needs, and deliver value consistently
• Demonstrated success in fostering a team culture focused on retention, renewals, and customer-centricity in fast-paced, dynamic, and rapidly evolving environments

Responsibilities

• Develop, communicate, and ensure seamless renewal and delivery execution of strategies and plans for key managed accounts and customer segments, resulting in a measurable improvement in retention and renewal rates
• Partner closely with the Group Vice President (GVP) to align retention strategies with organizational goals, ensuring a unified approach to customer success and value realization
• Gain a deep understanding of account-level opportunities and craft actionable plans to ensure Account Managers had sufficient and well-distributed opportunities to meet or exceed renewal quotas
• Identify and implement scalable team training, team development resources, and account management best practices to address recurring challenges across the Customer Retention team, fostering a culture of continuous improvement and collaboration

Preferred Qualifications

• Hands-on experience in commercial strategy within biopharma, including working with sales, marketing, market access, and other HCP, provider, payer, and patient-level data, with a focus on aligning solutions to customer needs to drive renewals
• Past management and/or data consulting experience leading complex engagements with life science/biopharma customers and/or managing teams of consultants

Benefits

• $180,000 — $260,000 USD
• Medical, dental and vision coverage
• 401k Retirement Plan
• Prepaid legal assistance
• Paid time off for vacation, sickness, holiday, and bereavement
• 100% company-paid life insurance and long-term disability insurance
• Hybrid work model