Senior Director, Retention Strategy
Thycotic, United States

Thycotic, a global leader inIT security, is the fastest growing provider of Privileged Access Management solutions that protect an organization’s most valuable assets from cyber-attacks and insider threats.Our mission is to make self-sufficient security champions, by making security tools people love to use that make privilege management achievable for everyone.
The results show:--We haveover 10,000 customers worldwide ranging from mid-sized organizations to Fortune 100 companies and are adding hundreds of new customers every quarter.--We aregrowing at twice the rate of the overall PAM market (50% vs 25%).--We are amongInc. 5000 Fastest Growing Companies six years in a row.

Position Summary
Working at the crossroads of a fast-growing SaaS company and the customer experience, the Sr. Director of Retention Strategy will be responsible for aligning organizational strategy, process, and people to the goal of a superior customer experience and success. You will be accountable for maximizing customer retention through driving and advising executive management on account oversight, product/service adoption, and on-going customer maturity initiatives. You will advise and ensure each customer touchpoint is consistently valuable and drives sustained revenue growth and customer retention. Your success is critical to our next phase of growth.
This position will report to the Senior VP, Sales Operations. Ideally, the candidate will be located in the DC metro area, however candidates in other US locations will be considered.Key Responsibilities

• Develop and communicate a Customer Experience (CX) and Retention practice strategy across the organization, ensuring understanding, buy-in, and accountability.
• Build, maintain, and manage feedback loops that improve collaboration between Sales, Customer Success, Marketing, Product, and Finance/Operations. Ensure customer insights and product feedback (good, bad, and ugly) are shared and actioned timely internally.
• Manage a team of professionals responsible for the primary pillars of customer success and experience
• Actively coordinate and manage client-touch initiatives and programs between our Sales, Renewals and Customer Success teams
• Ensure customers’ experience are positive at every stage of their lifecycle
• Reduce the time required to accrete value from Thycotic’s solutions
• Build outstanding account management and CX programs which enable Thycotic to differentiate from its competitors by delivering a world-class experience
• In collaboration with sales leadership, oversee the management of some of Thycotic’s largest strategic accounts and ensure consistent, global coordination between organizations in support thereof
• Proven track record of creating and automating scalable processes, systems, controls and reporting protocols that will inform real-time action and management of Thycotic’s recurring revenue base
• Work closely with analysts in our FPamp;A team to build and manage reporting of key Retention and Customer Success metrics for executive management

Skills and Requirements

• Bachelor's Degree required, business or IT focus preferred
• Minimum of 7 years of customer retention strategy and execution in a SaaS organization
• Knowledge and experience in Identity and Access Management (IAM), Privileged Access Management (PAM) or the Security space is highly desired
• Strong knowledge of cloud architecture as well as on-premise IT landscape
• Ability to facilitate and work at all levels of an organization including driving accountability from various organization leaders
• Creative, analytical, and results-driven orientation demonstrated through the ability to draw conclusions, themes, and trends from data analysis, offer recommendations on findings and communicate results effectively to executive management and other key organizational stakeholders
• Excellent communication skills, including issue tracking, triaging and crisis management
• Possesses strong analytical, critical thinking and interpersonal skills
• Strong working knowledge and experience managing SaaS retention rate analysis and reporting

Why Work at Thycotic?
We’re passionate problem-solvers doing our part to make the world a safer place. We invest in people who are smart, self-motivated and collaborative.
What we offer in return is meaningful work, a culture of innovation and great career progression!
Thycotic was named a Best Places to Work Award Winner in 2019 and 2020 in recognition of our positive work environment and culture, as reported by employees. A focus on employee advancement and our ethos of respect are just some of the reasons why people love working here!<