SUMMARY 

The Customer Health Program Director is a proven team member responsible for partnering with Customer Success leadership in scaling the customer success organization. The Customer Health Program Director is responsible for developing and deploying risk analysis and retention strategies to reduce customer attrition. The Director will drive a results-oriented culture and will architect, execute, and continuously improve operational plans and processes.

PRIMARY RESPONSIBILITIES 

Design and buildout customer health, risk, and retention analytics. Lead cross functional development, expansion and rollout of risk identification program, tracking and actioning. Utilize data insights to make informed decisions and create targeted retention campaigns. Evaluate risk drivers across products to make strategic decisions & align resources across teams. Analyze customer data to identify patterns, trends, and factors affecting customer retention.  Drive and measure key customer success metrics, such as customer sentiment, customer retention rates, upsell/expansion opportunities, and develop strategies to improve these metrics. Monitor and analyze competitors' retention strategies to identify areas for improvement and stay ahead in the market. Prepare reports and presentations on customer retention metrics and the effectiveness of retention strategies for management and stakeholders, including creative visualization of data to tell a compelling story. Partner with Customer Success leadership to define & execute on our RealPage Customer Success strategy. Define processes to plan, prioritize, execute, and measure success of CS initiatives. Develop a comprehensive understanding of RealPage platform capabilities to maximize business value creation and drive outcomes for our customers. Inspire and promote a Customer Success mindset across the organization.  Coach, mentor, team at various experience levels. Set expectations, provide goals, and manage priorities to contribute to team objectives.

QUALIFICATIONS 

Bachelor’s Degree or equivalent experience 8+ years of experience in a SaaS environment working in an operations or retention role, preferably supporting customer success or sales. 7+ years in a leadership role    Prior experience as Customer Success Manager for complex SaaS solution preferred. Prior experience in data analytics and project management or Agile methodologies Ability to work in-office and on extended hours as needed (may be required at times). Ability to work US Hours.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES 

Deep analytics background (analysis & visualization of customer analytics) Proven record of driving retention and reducing churn of the customer base. Excellent written and verbal communication skills. Experience with various CRMs and CSM Platforms including Salesforce and Gainsight Comfortable working with all levels of the RealPage organization, including C-Level.  Demonstrated understanding of value-drivers in recurring revenue business models. Excellent time management, organization, and communication skills (both verbal and written). In-depth knowledge and hands-on experience with Microsoft Power BI, or similar applications (MicroStrategy, Tableau, etc.). This includes expertise in creating dashboards, reports, data models, and managing data connections. Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint. Aptitude to learn complex software programs.

 

#LI-KC1