Senior Director, Customer Retention & Growth (Americas)
Core
Lead the transformation of the post-sales organization into an AI-enabled growth engine to drive Net Revenue Retention (NRR), reduce churn, and scale expansion through agentic AI.
Role type
Senior Director, Customer Retention & Growth
Builds
AI-enhanced forecasting models, automated adoption experiences, predictive retention plays, and AI-driven expansion motions.
Domain
Enterprise SaaS, IT Service Management (ITSM), Agentic AI
Deliverable
production ML models
Required skills
SaaS retention mechanics, customer lifecycle design, AI/automation use cases, data-driven strategy, cross-functional influence
Preferred skills
ITSM background, experience leading AI initiatives in customer-facing teams
Technologies
Agentic AI, AI copilots, automated QBR generation, customer health scoring
Responsibilities
Own Net Revenue Retention (NRR) strategy including churn reduction and expansion; Drive AI-powered customer adoption and time-to-value; Build scalable AI-driven growth engines; Reduce churn through proactive automated risk management; Lead agentic AI transformation for both customer-facing and internal operations; Elevate customer experience through intelligent feedback loops.
Seniority
Senior Director, strategic leadership with hands-on AI implementation