Director of Retention, Small Law
$182,000–$182,000 year
HybridEagan, Minnesota, United States
Job Summary
Lead the Renewal Specialist teams across Small Law Set, enforcing standards for account ownership and save execution while building a bench through coaching and succession planning. Own the full renewal lifecycle from loss intelligence and root cause analysis to forecast governance, translating findings into leadership-ready commentary and escalation paths. Manage 120-, 90-, and 60-day renewal inspections, drive adoption of Salesforce and Gong, and develop risk-scoring frameworks to flag AR, sentiment, and competitive signals earlier. Partner with Sales, Enablement, and Product Marketing to align messaging and turn insight into action.
Required Qualifications
- 7+ years of experience in retention, renewals, customer success, or revenue operations
- at least 3 years in a people leadership role managing managers or multiple frontline teams
- Proven track record of leading loss analysis and root cause reviews (in-contract, off-contract, AR-driven, competitive, or AutoPay losses)
- ability to translate findings into actionable save playbooks and escalation strategies
- Strong proficiency with Salesforce, Gong, and dashboard/reporting tools
- demonstrated success building or refining pipeline inspection cadences
- improving forecast accuracy and hygiene
- Experience developing and scaling risk-scoring frameworks (usage, AutoPay, AR, sentiment, or competitive signals)
- ability to enable earlier identification and mitigation of at-risk accounts
- Demonstrated ability to build coaching rhythms, performance frameworks, and succession plans
- connect team activity to measurable retention outcomes
- Experience partnering cross-functionally with Product Marketing, Enablement, Finance/Collections, and Sales leadership
- align messaging, playbooks, and escalation paths
- Strong analytical and executive communication skills
- experience delivering leadership-ready commentary, monthly recaps, and performance reviews
Desired Qualifications
- Familiarity with legal, insurance, or subscription-based B2B environments
- experience in similarly complex, contract-driven small/mid-market books of business
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