Director, Support & Retention Experience
Core
Build and lead the Support and Retention Experience function to monitor customer health, automate support responses, and drive platform adoption for B2B technology customers.
Role type
Director, Support & Retention Experience
Builds
Automated support playbooks, customer health monitoring systems, and post-production support infrastructure
Domain
Fintech / Developer Platforms / B2B SaaS
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Customer success strategy, API product understanding, AI/automation implementation, cross-functional stakeholder alignment, strategic planning, team building
Preferred skills
Payments/fintech experience, MBA
Technologies
Developer Zone, Product Express, onboarding systems
Responsibilities
Define customer health signals and monitoring strategies, establish post-production support SLAs and escalation paths, design automated response playbooks, integrate data across product and engineering teams, identify growth opportunities based on usage patterns, lead and coach a high-performing team
Seniority
Director, strategic leadership
