Customer Retention and Growth Director

Sectigo

  • London
  • Permanent
  • Full-time
  • 26 days ago
  • Apply easily
Company DescriptionAt Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.Sectigo is a leading provider of digital identity and cybersecurity solutions, offering a comprehensive suite of products to protect online transactions and communications. Our mission is to secure the digital landscape for enterprises worldwide.“When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.”How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.Job DescriptionWe are looking for a Customer Retention and Growth Director to join our growing global team at Sectigo.The Customer Retention and Growth Director is a strategic leader responsible for maximizing customer value across the install base. Partnering closely with Renewals, Sales and Revenue Operations, this individual drives retention, supports upsell and cross-sell, and delivers clear visibility into customer and revenue health.This role is critical to unlocking long-term growth and improving revenue retention across the business. The Director analyzes commercial trends, identifies risks and opportunities, and leads initiatives that reduce churn and expand existing relationships. They serve as the go-to expert on customer health and account performance, connecting insights across systems, teams, and strategy to support executive decision-making.They work closely with cross-functional stakeholders to improve execution, sharpen expansion plays, and elevate organizational understanding of what drives net revenue retention. The ideal candidate thrives in a collaborative environment, brings strong problem-solving and communication skills, and has a passion for clarity, insight, and execution. This is a high-visibility, high-impact role that blends strategic thinking with operational follow-through.This is a full-time position working in the hybrid model and at least 3 days a week from our London, U.K. office.Here are the core functions, responsibilities, and expectations for this role:Act as the strategic and operational leader for retention and expansion within the install base, translating insights into action and aligning teams around customer value and revenue growth.Customer Health & Retention Strategy
  • Define and maintain a framework for monitoring customer health, churn risk, and growth potential
  • Partner with Sales and Renewals leadership to develop and execute strategies that improve gross and net revenue retention
  • Identify trends in renewal performance, product usage, support activity, and customer behavior to inform proactive interventions
Expansion Enablement
  • Support the development and execution of scalable upsell and cross-sell plays across the install base
  • Ensure Sales and Renewals teams have visibility into expansion targets, signals, and account workflows
  • Track and report on expansion pipeline performance and impact on overall growth
Business Intelligence & Insight Generation
  • Own dashboards and reporting that monitor retention, account health, and expansion performance
  • Deliver insights and recommendations that help Sales and Renewals leadership prioritize efforts
  • Create and refine segmentation strategies to drive targeted retention and growth initiatives
Strategic Planning & Operational Rhythm
  • Lead or contribute to planning efforts including retention goals, expansion forecasts, and headcount modeling
  • Drive operating cadences such as renewal war rooms, expansion reviews, and performance checkpoints
  • Ensure accountability, follow-up, and alignment across all post-sale revenue motions
Cross-Functional Collaboration
  • Serve as the connective tissue between Sales, Renewals, Finance, and Marketing to align on customer strategies
  • Partner with Enablement to equip teams with the insights, materials, and messaging needed to support retention and growth
  • Lead or contribute to high-priority strategic initiatives that enhance customer value and commercial outcomes
Other duties as assigned and related to the nature of this role and company initiatives.QualificationsEducation:
  • Bachelor's degree or equivalent working experience is strongly recommended.
Experience:
  • Minimum of 7+ years of experience in Revenue Operations, Sales Strategy, GTM Operations, or Business Insights roles, preferably within a B2B SaaS or recurring revenue business is required.
  • Proven success improving customer retention and expanding revenue within the install base.
  • Strong understanding of post-sale motions, including renewals, upsell, and cross-sell, and how they drive net revenue retention.
  • Experience partnering with Sales or Renewals leadership to operationalize strategy, drive execution, and deliver measurable impact.
  • Demonstrated ability to analyze complex data, surface trends, and translate insights into clear, actionable recommendations.
  • Familiarity with GTM systems and tools (e.g., Salesforce, Clari, BI platforms), with the ability to work with technical stakeholders even if not hands-on.
  • Strong cross-functional collaboration skills and experience working with teams across Sales, Marketing, Finance, and Operations.
  • Exceptional communication and executive presence, with a track record of influencing senior stakeholders and leading through change.
Ideal Candidate Profiles, Talents, and Desired Qualifications:
  • Strategic thinker with the ability to simplify complexity and focus teams on what matters most.
  • Naturally curious and driven to learn, with a desire to deeply understand the business and its drivers.
  • Highly collaborative, with a strong sense of ownership and accountability.
  • Excellent verbal and written communication skills, including executive-ready presentations.
  • Adaptable and proactive, with a problem-solving mindset and a bias for action.
  • Detail-oriented with a high standard for operational consistency and data quality.
  • Strong organizational and project management skills, with the ability to manage multiple priorities in a fast-paced environment.
Additional InformationGlobal team. Global reach. Global impact.At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.

Sectigo