Customer Retention Program Director

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $121k - $206k / year

⏰ Full Time

🔴 Lead

📋 Program Manager

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RealPage, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🏠 Real Estate

☁️ SaaS

🤝 B2B

💰 $18.6M Post-IPO Equity - RealPage on 2022-01

Real Estate • SaaS • B2B

RealPage, Inc. is a provider of property management software and services focused on the rental housing and broader real estate markets. The company offers cloud-based (SaaS) platforms and AI-driven tools for leasing, resident experience, revenue and financial management, utility and sustainability, vendor and spend management, smart building integrations, and analytics—serving multifamily, affordable, student, senior, single-family and commercial property operators. RealPage’s solutions are designed for property management companies, owners, investors and vendors to streamline operations, increase revenue, and improve the resident experience.

📋 Description

• Own and evolve the company-wide Customer Health & Risk (CHE) program, including frameworks, definitions, processes, and success metrics. • Design and operationalize risk identification methodologies, ensuring consistency across segments, products, and teams. • Establish and maintain governance processes, including weekly audits, quality reviews, and program adherence monitoring. • Develop and deliver training and enablement to ensure consistent adoption across Customer Success and cross-functional teams. • Define company-level goals and KPIs for customer health, risk reduction, and retention performance. • Own churn tracking, forecasting, and reporting across the business, including ARR impact, cohort analysis, and predictive modeling. • Partner with Finance to align churn forecasts with revenue planning and company financial targets. • Build and maintain models to quantify risk exposure, forecast retention outcomes, and evaluate intervention effectiveness. • Identify leading indicators of churn and expansion, translating insights into actionable strategies. • Own the design, refinement, and ongoing optimization of the Customer Health Score model. • Continuously improve scoring methodologies using behavioral, product usage, sentiment, and financial data. • Deliver executive-level insights, analysis, and storytelling on customer health, risk, and churn trends.

🎯 Requirements

• Bachelor’s degree required; advanced degree (MBA, Analytics, Data Science, or related field) preferred • 8–12+ years of experience in SaaS, with a focus on customer success operations, retention, or revenue analytics • 5–8+ years in a leadership role • Proven experience owning or building customer health, churn, or retention programs • Strong background in financial analysis, forecasting, and recurring revenue models (ARR/MRR) • Experience working cross-functionally with Customer Success, Finance, Product, and Sales • Experience with AI/ML-driven analytics or advanced data modeling preferred • Ability to work extended hours as needed (may be required at times). • Ability to travel up to 25%.

🏖️ Benefits

• Health, dental, and vision insurance. • Retirement savings plan with company match. • Paid time off and holidays. • Professional development opportunities. • Performance-based bonus based on position.