Director of Academic Programming overseeing the institution’s academic program portfolio. Collaborating with Program Directors to ensure alignment and operational consistency across programs.
About the role
- Director of Retention managing customer retention and renewals for Veriforce's Canadian business. Leading strategies and execution for net revenue growth in compliance-driven environments.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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