Customer Retention Program Director

RealPage, Inc.

Customer Health Program Director responsible for customer health, retention, and churn strategies at RealPage. Collaborating cross-functionally to improve customer experience and drive revenue growth.

Posted 6/27/2026full-timeRemote • Texas • 🇺🇸 United StatesLead💰 $121,000 - $206,000 per yearWebsite

About the role

Key responsibilities & impact

Own and evolve the company-wide Customer Health & Risk (CHE) program, including frameworks, definitions, processes, and success metrics.
Design and operationalize risk identification methodologies, ensuring consistency across segments, products, and teams.
Establish and maintain governance processes, including weekly audits, quality reviews, and program adherence monitoring.
Develop and deliver training and enablement to ensure consistent adoption across Customer Success and cross-functional teams.
Define company-level goals and KPIs for customer health, risk reduction, and retention performance.
Own churn tracking, forecasting, and reporting across the business, including ARR impact, cohort analysis, and predictive modeling.
Partner with Finance to align churn forecasts with revenue planning and company financial targets.
Build and maintain models to quantify risk exposure, forecast retention outcomes, and evaluate intervention effectiveness.
Identify leading indicators of churn and expansion, translating insights into actionable strategies.
Own the design, refinement, and ongoing optimization of the Customer Health Score model.
Continuously improve scoring methodologies using behavioral, product usage, sentiment, and financial data.
Deliver executive-level insights, analysis, and storytelling on customer health, risk, and churn trends.

Requirements

What you’ll need

Bachelor’s degree required; advanced degree (MBA, Analytics, Data Science, or related field) preferred
8–12+ years of experience in SaaS, with a focus on customer success operations, retention, or revenue analytics
5–8+ years in a leadership role
Proven experience owning or building customer health, churn, or retention programs
Strong background in financial analysis, forecasting, and recurring revenue models (ARR/MRR)
Experience working cross-functionally with Customer Success, Finance, Product, and Sales
Experience with AI/ML-driven analytics or advanced data modeling preferred
Ability to work extended hours as needed (may be required at times).
Ability to travel up to 25%.

Benefits

Comp & perks

Health, dental, and vision insurance.
Retirement savings plan with company match.
Paid time off and holidays.
Professional development opportunities.
Performance-based bonus based on position.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

Customer Health Program ManagementRisk Identification MethodologiesGovernance ProcessesChurn TrackingForecastingPredictive ModelingFinancial AnalysisData ModelingKPI DefinitionCustomer Health Score Optimization

Soft Skills

LeadershipCollaborationCommunicationAnalytical ThinkingProblem SolvingTraining and EnablementStorytellingAdaptabilityAttention to DetailStrategic Thinking

Certifications

Bachelor’s DegreeMBAAnalytics CertificationData Science Certification