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Job Description

We are looking for a Customer Retention and Growth Director to join our growing global team at Sectigo.

Job Description

We are looking for a Customer Retention and Growth Director to join our growing global team at Sectigo.

The Customer Retention and Growth Director is a strategic leader responsible for maximizing customer value across the install base. Partnering closely with Renewals, Sales and Revenue Operations, this individual drives retention, supports upsell and cross-sell, and delivers clear visibility into customer and revenue health.

This role is critical to unlocking long-term growth and improving revenue retention across the business. The Director analyzes commercial trends, identifies risks and opportunities, and leads initiatives that reduce churn and expand existing relationships. They serve as the go-to expert on customer health and account performance, connecting insights across systems, teams, and strategy to support executive decision-making.

They work closely with cross-functional stakeholders to improve execution, sharpen expansion plays, and elevate organizational understanding of what drives net revenue retention. The ideal candidate thrives in a collaborative environment, brings strong problem-solving and communication skills, and has a passion for clarity, insight, and execution. This is a high-visibility, high-impact role that blends strategic thinking with operational follow-through.

This is a full-time position working in the hybrid model and at least 3 days a week from our London, U.K. office.

Here are the core functions, responsibilities, and expectations for this role:

Act as the strategic and operational leader for retention and expansion within the install base, translating insights into action and aligning teams around customer value and revenue growth.

Customer Health & Retention Strategy

• Define and maintain a framework for monitoring customer health, churn risk, and growth potential
• Partner with Sales and Renewals leadership to develop and execute strategies that improve gross and net revenue retention
• Identify trends in renewal performance, product usage, support activity, and customer behavior to inform proactive interventions
  
  

• Support the development and execution of scalable upsell and cross-sell plays across the install base
• Ensure Sales and Renewals teams have visibility into expansion targets, signals, and account workflows
• Track and report on expansion pipeline performance and impact on overall growth
  
  

• Own dashboards and reporting that monitor retention, account health, and expansion performance
• Deliver insights and recommendations that help Sales and Renewals leadership prioritize efforts
• Create and refine segmentation strategies to drive targeted retention and growth initiatives
  
  

• Lead or contribute to planning efforts including retention goals, expansion forecasts, and headcount modeling
• Drive operating cadences such as renewal war rooms, expansion reviews, and performance checkpoints
• Ensure accountability, follow-up, and alignment across all post-sale revenue motions
  
  

• Serve as the connective tissue between Sales, Renewals, Finance, and Marketing to align on customer strategies
• Partner with Enablement to equip teams with the insights, materials, and messaging needed to support retention and growth
• Lead or contribute to high-priority strategic initiatives that enhance customer value and commercial outcomes
  
  

• Bachelor's degree or equivalent working experience is strongly recommended.
  
  

• Minimum of 7+ years of experience in Revenue Operations, Sales Strategy, GTM Operations, or Business Insights roles, preferably within a B2B SaaS or recurring revenue business is required.
• Proven success improving customer retention and expanding revenue within the install base.
• Strong understanding of post-sale motions, including renewals, upsell, and cross-sell, and how they drive net revenue retention.
• Experience partnering with Sales or Renewals leadership to operationalize strategy, drive execution, and deliver measurable impact.
• Demonstrated ability to analyze complex data, surface trends, and translate insights into clear, actionable recommendations.
• Familiarity with GTM systems and tools (e.g., Salesforce, Clari, BI platforms), with the ability to work with technical stakeholders even if not hands-on.
• Strong cross-functional collaboration skills and experience working with teams across Sales, Marketing, Finance, and Operations.
• Exceptional communication and executive presence, with a track record of influencing senior stakeholders and leading through change.
  
  

• Strategic thinker with the ability to simplify complexity and focus teams on what matters most.
• Naturally curious and driven to learn, with a desire to deeply understand the business and its drivers.
• Highly collaborative, with a strong sense of ownership and accountability.
• Excellent verbal and written communication skills, including executive-ready presentations.
• Adaptable and proactive, with a problem-solving mindset and a bias for action.
• Detail-oriented with a high standard for operational consistency and data quality.
• Strong organizational and project management skills, with the ability to manage multiple priorities in a fast-paced environment.
  
  

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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