Head of Customer Retention

WPML is a mature company seeking a Head of Customer Retention to own retention metrics, lead the existing Retention team, and shape its evolution. The ideal candidate will be data-fluent, have experience in self-serve B2B SaaS, and be able to make decisions with a high degree of autonomy.

Requirements

• Own retention metrics, including churn rate, renewal rate, and net revenue retention
• Lead the existing Retention team and shape its evolution
• Coach the team and get more from them than they are getting from themselves today
• Work with Support, Engineering, and Product teams
• Use internal intelligence tools to mine customer data and trends
• Make business cases for retention-critical fixes and prioritize them
• Report directly to the CEO and make decisions with a high degree of autonomy
• Use AI tools to do more work, not to escape doing

Benefits

• Generous time off
• Education and conference budget
• Hardware
• Competitive senior-leadership compensation