Paradigm

Director

• Serve as the primary escalation point for high-risk and high-impact customer situations, including billing disputes, service concerns, and financial distress
• Own and manage the at-risk customer pipeline in HubSpot, including developing and optimizing customer health scoring models, defining key risk indicators, and implementing proactive monitoring and intervention strategies
• Lead all customer retention efforts, including managing termination requests, conducting save conversations, and implementing standardized retention playbooks aligned to common churn drivers
• Serve as the primary owner of the customer termination process, including evaluating risk, influencing save decisions, and recommending outcomes that balance customer needs with business impact
• Partner with Finance to manage and evaluate all rate reduction and financial accommodation requests, ensuring alignment with company goals and long-term customer value
• Design and scale retention and escalation workflows to ensure timely intervention, clear ownership, and consistent execution across teams
• Track key retention metrics, including churn rate, save rate, gross and net revenue retention, and revenue retained, and provide regular reporting and insights to leadership
• Identify systemic drivers of customer friction and churn, and partner with Product, AI, and Operations teams to eliminate these issues at the system level, reducing reliance on manual processes over time
• Partner with Marketing to analyze drivers of churn, inform customer value propositions, and support targeted win-back strategies for at-risk or churned customers
• Collaborate with Account Management, Support, Enterprise, and Growth Coaching teams to ensure at-risk providers receive the support needed to drive client acquisition, payer utilization, and long-term business success
• Advocate for the provider experience by identifying friction points and partnering with internal teams to improve service delivery, communication, and overall customer value
• Support initiatives that improve efficiency and reduce the cost and complexity of reimbursement for providers
• Train and enable customer-facing teams on best practices for identifying risk, managing difficult conversations, and escalating appropriately
• Other duties as assigned

Director of Retention, Revenue Protection

Manager

• Deliver engaging live and virtual product training sessions for customers
• Develop structured training programs tailored to user roles and workflows
• Create onboarding training materials for new customer users
• Maintain training consistency across all customer accounts
• Support ongoing customer education as new features and modules are released
• Train internal employees on platform functionality, workflows, and updates
• Create and maintain onboarding and refresher training for employees
• Build and maintain a centralized knowledge base and help center
• Create FAQs, SOPs, workflow documentation, video tutorials, and quick-reference materials
• Track training participation, engagement, and content usage metrics

Director of Retention, Revenue Protection

Customer Enablement Manager