Lead, coach and develop Customer Experience SpecialistsHandle complex or high-impact customer issuesSpeak directly with churned and at-risk customersBuild an evidence-based understanding of customer churn across Builder, Subbie and Supplier audiencesAnalyze customer, product usage, billing, support and commercial data to identify patterns, friction and churn risksDevelop, coordinate and measure retention, save and win-back initiativesEvolve the CX model using expert support, AI and self-serviceOwn outcomes from AI support, including resolution quality, CSAT and deflectionImprove customer knowledge and self-service experiencesPartner with Product, Marketing, RevOps, Sales and Customer Success to address customer friction and improve retentionRepresent the customer voice in business decisionsTrack and communicate progress against CX and retention outcomesRequirementsExperience leading a Customer Experience, Customer Success, Support or similar customer-facing team, ideally within SaaS or another subscription businessAbility to operate as a player-coach, setting direction, developing people and contributing hands-onCommercial understanding of the relationship between customer experience, adoption,



retention and growthAbility to use customer and churn data to identify patterns and make decisionsAbility to turn customer insight into action and bring different teams together to solve problemsUnderstanding of AI, automation and self-service, including where human interaction creates customer valueComfort experimenting, measuring results and changing course when neededAbility to champion company valuesTeam-oriented mindsetCore CompetenciesDemonstrates expertise in leading customer experience initiatives, utilizing data analysis to drive retention strategies, and fostering collaboration across teams to enhance customer satisfaction and reduce churn.
Proficient in leveraging AI and self-service solutions to improve customer interactions and outcomes.Highest-signal resume keywordsCustomer Experience LeadershipData Analysis for Churn IdentificationAI and Self-Service ImplementationRetention Strategy DevelopmentCross-Functional CollaborationHard SkillsData AnalysisChurn Risk IdentificationRetention Strategy DevelopmentCustomer Insight ApplicationAI UnderstandingAutomation KnowledgeSelf-Service ImprovementSoft SkillsCoaching and DevelopmentTeam-Oriented MindsetProblem SolvingAdaptabilityIndustry KeywordsCustomer ExperienceCustomer SuccessSaaSSubscription BusinessCommercial Understanding
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📌 Customer Experience And Retention Lead (Richmond)
🏢 Jobtailor
📍 Richmond