Senior Director of Customer Retention, Komodo Health

• 8+ years of experience in technology account management focused roles with prior direct responsibility and accountability leading teams of employees overseeing customer renewals
• Extensive experience in client-facing roles of increasing responsibility, delivering innovative SaaS recurring revenue software products, analytics, or consulting services with a focus on customer retention, renewals, and long-term value realization for Commercial Life Sciences customers
• Proven leadership experience managing five or more direct reports, including other people managers, with a track record of building and retaining high-performing, customer-focused teams
• Demonstrated ability to consistently achieve and exceed revenue retention and renewal targets, both individually and as a team leader
• Advanced storytelling, communication, and interpersonal skills, with a history of owning and strengthening high-profile customer relationships that contribute to long-term account retention
• Proven ability to develop and sustain long-term business relationships with Life Sciences customers across Sales, Marketing, and Commercial Analytics, ensuring continuous alignment and value delivery
• Expertise in managing multiple high-stakes customer relationships and projects simultaneously, ensuring retention and satisfaction while maintaining high quality and professionalism under pressure
• Strong agility to collaborate across internal teams to meet customer contractual requirements, address business needs, and deliver value consistently
• Demonstrated success in fostering a team culture focused on retention, renewals, and customer-centricity in fast-paced, dynamic, and rapidly evolving environments

Desirable

• The Senior Director, Customer Retention will lead and scale a high-performing account management team focused on driving customer retention, renewals, and long-term value realization
• This leader will set the strategic vision for retaining and growing Komodo’s current customer base by owning commercial renewal strategy and execution, fostering deep partnerships with clients, and ensuring consistent delivery of exceptional outcomes through Komodo’s solutions
• The Senior Director, Customer Retention will coach and empower a retention team to lead all stages of renewal conversations and closure, engage stakeholders across diverse customer personas (e.g. , Commercial Operations, Strategy, Analytics, RWE/HEOR) and align the appropriate suite of Komodo solutions to address evolving customer priorities
• By driving account management best practices, customer engagement/satisfaction, and measurable value delivery, the Head of Segment will play a pivotal role in securing renewals, reducing churn, and expanding Komodo’s footprint within existing accounts
• Looking back on your first 12 months at Komodo Health, you will have accomplished…
• Developed, communicated, and ensured seamless renewal and delivery execution of strategies and plans for key managed accounts and customer segments, resulting in a measurable improvement in retention and renewal rates
• Partnered closely with the Group Vice President (GVP) to align retention strategies with organizational goals, ensuring a unified approach to customer success and value realization
• Gained a deep understanding of account-level opportunities and crafted actionable plans to ensure Account Managers had sufficient and well-distributed opportunities to meet or exceed renewal quotas
• Identified and implemented scalable team training, team development resources, and account management best practices to address recurring challenges across the Customer Retention team, fostering a culture of continuous improvement and collaboration