Customer Health Program Director

Overview

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.

• Own and evolve the company-wide Customer Health & Risk (CHE) program, including frameworks, definitions, processes, and success metrics.
• Design and operationalize risk identification methodologies, ensuring consistency across segments, products, and teams.
• Establish and maintain governance processes, including weekly audits, quality reviews, and program adherence monitoring.
• Develop and deliver training and enablement to ensure consistent adoption across Customer Success and cross-functional teams.
• Define company-level goals and KPIs for customer health, risk reduction, and retention performance.

• Own churn tracking, forecasting, and reporting across the business, including ARR impact, cohort analysis, and predictive modeling.
• Partner with Finance to align churn forecasts with revenue planning and company financial targets.
• Build and maintain models to quantify risk exposure, forecast retention outcomes, and evaluate intervention effectiveness.
• Identify leading indicators of churn and expansion, translating insights into actionable strategies.

• Own the design, refinement, and ongoing optimization of the Customer Health Score model.
• Continuously improve scoring methodologies using behavioral, product usage, sentiment, and financial data.
• Develop and operationalize playbooks tied to health signals, ensuring measurable outcomes from risk mitigation efforts.
• Measure and report on the effectiveness of actions taken based on health scores, driving continuous improvement.

• Deliver executive-level insights, analysis, and storytelling on customer health, risk, and churn trends.
• Own recurring reporting cadences, including:
• Weekly CHE audits and risk flash reports
• Monthly/quarterly health and retention performance reviews
• Board- and executive-level reporting on retention drivers and risks
• Translate complex data into clear, actionable narratives that inform strategic decisions.
• Build scalable dashboards and reporting frameworks to provide visibility across the organization.

• Partner with Customer Success, Product, Sales, and Support to align on risk drivers and coordinated action plans.
• Define and implement scalable processes to identify, prioritize, and address at-risk accounts.
• Drive a culture of accountability and data-driven decision-making across the customer lifecycle.
• Evaluate and optimize tools and systems (e.g., CRM, CSM platforms) to support health and retention initiatives.

• Leverage AI and machine learning to enhance predictive capabilities for churn and customer health.
• Identify opportunities to automate risk detection, reporting, and playbook execution.
• Drive adoption of modern analytics approaches, including predictive modeling, segmentation, and anomaly detection.
• Partner with data and engineering teams to scale advanced analytics solutions.

• Monitor industry trends and competitive approaches to retention and customer success.
• Benchmark performance and identify opportunities to differentiate through customer health strategies.

QUALIFICATIONS

• Bachelor’s degree required; advanced degree…