[Hiring] Customer Retention Program Director @RealPage

Role Description

The Customer Health Program Director is a strategic, highly cross-functional leader and senior individual contributor responsible for defining, operationalizing, and continuously advancing the company’s approach to customer health, risk, and retention. This role owns the end-to-end Customer Health (CHE) program, churn tracking and forecasting, and executive-level insights that inform company-wide decision making.

This leader will architect scalable systems, analytics, and operating cadences that proactively identify risk, quantify financial impact, and drive targeted actions to improve retention and expansion across the customer lifecycle. They will partner closely with Customer Success, Sales, Product, Finance, and Executive Leadership to ensure a unified, data-driven approach to protecting and growing recurring revenue.

Qualifications

• 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%

Requirements

• Deep expertise in customer analytics, cohort analysis, and retention modeling
• Strong financial acumen with ability to translate customer behavior into revenue impact
• Experience with forecasting, scenario modeling, and business case development
• Advanced proficiency in BI and visualization tools (Power BI, Tableau, etc.)
• Strong Excel/SQL/data manipulation skills
• Experience with CRM and CSM platforms (Salesforce, Gainsight, etc.)
• Familiarity with AI/ML tools and data science concepts (predictive modeling, automation, etc.)
• Proven ability to design and scale programs across large, complex organizations
• Strong systems thinker with ability to connect data, process, and business outcomes
• Experience establishing operating cadences and governance frameworks
• Exceptional ability to communicate insights and influence at the executive level
• Strong storytelling skills with data, including visualization and narrative framing
• Ability to align diverse stakeholders around shared goals and actions
• Results-oriented with a focus on measurable business impact
• Highly organized with strong prioritization and execution skills
• Curious, innovative, and continuously seeking improvement opportunities

Benefits

• 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

Company Description

RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.

Pay Range

USD $121,000.00 - USD $206,000.00 /Yr.