Director of Customer Success and Retention

About the role

Neat N' Tidy is a US house cleaning company that books residential and commercial cleanings online and sends independent, insured local cleaners to customers' homes and offices. It is looking for a Director of Customer Success and Retention to own retention and raise the bar for its Customer Success team, which covers customer service, retention and customer experience. The role is 100% remote, paid $1,000 to $1,200 USD per month.

Key responsibilities

• Own retention and churn numbers for the US customer base and report weekly results to the owner.
• Build and run retention strategies: win-backs, cancellation saves, recurring customer programs, follow-ups after service and churn analysis.
• Lead the Customer Success team (customer service, retention and customer experience), a small remote team of agents, and raise performance through coaching and call reviews.
• Handle escalations and complaints from US customers by phone, text and email, with ownership and measurable outcomes.
• Own KPIs such as response time, customer satisfaction, retention, cancellation saves, reviews and refunds or credits.
• Build SOPs and scripts that drive retention, and work with Operations on job quality issues and rescheduling that affect churn.

Required profile

• At least 3 years of experience in customer service or customer success, including at least 1 year leading a team.
• Proven retention strategy experience: building or leading programs that reduced churn or improved saves, with a result you can point to.
• BPO or call center leadership experience preferred.
• Professional or native English for US customers.
• Available during US business hours (Mountain Time).
• A reliable internet connection and home setup.

Required skills

• Comfortable with CRMs, helpdesk tools and phone systems.
• Experience building retention programs and managing customer success teams.

Candidates should state in their application one concrete result they achieved in retention, churn reduction, cancellation saves or CSAT for a team they led (metric, baseline and outcome).