Alcumus

Director of Retention

Alcumus

full-time

Posted on:

Location Type: Hybrid

Location: Montreal • Canada

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Job Level

Lead

About the role

  • Own and deliver NRR, gross retention, churn, and renewal targets for Veriforce Canada
  • Establish and scale retention and renewal strategies across customer segments
  • Drive consistent, predictable renewal forecasting and execution
  • Partner with Sales and Customer Success to identify and deliver expansion opportunities tied to customer value
  • Define and optimize the end-to-end customer lifecycle, from onboarding through renewal
  • Strengthen adoption, engagement, and value realization in partnership with Customer Success and Support
  • Develop structured retention playbooks for at-risk accounts and complex enterprise renewals
  • Ensure retention strategies align with customers’ regulatory, operational, and safety requirements
  • Lead, coach, and develop a high-performing retention / renewals organization
  • Establish clear performance expectations, KPIs, and accountability frameworks
  • Foster a culture of ownership, customer focus, and continuous improvement
  • Act as a strategic advisor to the President, Canada, providing insight into customer health, risk, and growth opportunities
  • Collaborate closely with Product, Sales, Support, Operations, and Global teams to improve customer outcomes
  • Influence roadmap and prioritization decisions using churn and customer insights
  • Partner with Finance on forecasting, renewal accuracy, and revenue planning
  • Establish and monitor KPIs related to retention, renewals, churn, and expansion
  • Analyze trends to identify root causes and inform strategic decisions
  • Present clear, data-driven insights and recommendations to executive leadership

Requirements

  • 8–12+ years in Customer Success, Retention, Renewals, or Revenue leadership within a B2C SaaS or enterprise software environment
  • 3–5+ years leading customer-facing teams
  • Demonstrated ownership of NRR, churn, and renewal performance
  • Experience supporting enterprise customers in regulated or operationally complex industries
  • Fluent bilingualism in French and English (written and spoken) – REQUIRED
  • Strong executive presence with the ability to influence senior stakeholders
  • Highly analytical, with a track record of turning insight into action
  • Comfortable operating at both strategic and execution levels
  • Excellent communication and cross-functional leadership skills
  • Customer-first, outcomes-driven mindset
Benefits
  • Integrated mental health & wellbeing support
  • Vacation – starting at 3 weeks
  • Wellness Days & Annual Giving Day – an extra to give back to yourself or your community
  • Comprehensive medical and dental coverage
  • End of the year, company-wide shut down for you to relax and recharge
  • LinkedIn Learning License for upskilling & development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
NRRchurnrenewal performanceretention strategiescustomer lifecycleKPI monitoringdata analysisforecastingrevenue planningcustomer insights
Soft Skills
executive presenceinfluenceanalytical skillscommunicationcross-functional leadershipcustomer focusownershipcontinuous improvementstrategic thinkingteam development