NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

The Director of Customer Retention is responsible for designing, executing, and optimizing NWN customer retention and renewal strategies across Managed Services. This role leads a team of renewal managers and specialists, ensuring retention targets and gross profit objectives are achieved. Driving strategic enterprise agreements, growth through upsell, cross-sell, and expansion opportunities.

The Director partners with Sales, Customer Success, Delivery, Engineering, Finance, and Operations to deliver a seamless, customer-focused renewal experience. Success requires setting strategic direction, enabling operational excellence, and serving as a senior voice for retention and customer lifecycle value.

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

Strategic Leadership & Vision

• Develops the overall renewal strategy, policies, and processes to maximize customer retention, profitability, and customer lifetime value.
• Establishes long-term renewal plans with measurable objectives aligned to corporate revenue and margin goals.
• Champions a “Customer Success Obsessed” culture across the organization to ensure renewals are executed on-time, with high satisfaction and measurable business outcomes.

Operational Execution & Performance Management

• Leads and develops a high-performing team of Customer Retention Managers and Specialists. Provides coaching, career development, and performance feedback.
• Implements scalable processes, systems, and automation within Salesforce and supporting tools to streamline renewal forecasting, contract management, and reporting.
• Oversees all renewal opportunities 90–180 days in advance of expiration, ensuring accurate forecasting, customer alignment, and early risk mitigation.
• Reviews pipeline and performance metrics to track achievement against renewal rates, revenue retention, and gross profit targets. 

Cross-Functional Collaboration

• Partners with Sales Leadership and Service Delivery Teams to align renewals with account growth strategies and ensure profitable contract structures.
• Collaborates with Finance and Operations to refine approval workflows, margin analysis, and renewal pricing policies.

Business Growth & Continuous Improvement

• Identifies upselling and cross-sell opportunities within the renewal process, enabling expansion revenue while safeguarding renewals.
• Establishes continuous improvement programs by analyzing renewal trends, customer feedback, and market conditions to refine strategy.
• Provides regular reporting and insights to leadership on renewal performance, customer health, and strategic risks.
• Ensures compliance with contractual obligations, governance policies, and legal standards in renewal negotiations.

Additional job responsibilities include, but are not limited to:

• Assist with miscellaneous projects as needed (i.e. customer spreadsheets, updating and organizing files, etc.).
• Performing a variety of administrative tasks as need to support the department.
• Position requires on-going self-study to continuously improve skills relative to the role and industry.
• Attend company-facilitated meetings.
• Perform other duties as assigned.

Role Qualifications and Requirements

• Bachelor’s degree in business, Communications, or equivalent work experience; MBA preferred.
• 5+ years of experience in renewals, customer success, or account management within a technology or managed services environment.
• 5+ years of a proven track record leading teams and achieving high customer retention and revenue growth.
• Strong executive presence with excellent verbal and written communication skills.
• Demonstrated ability to design and scale renewal strategies across large, complex customer portfolios.
• Expertise in Salesforce, NetSuite, Microsoft Office Suite, and contract lifecycle management tools.
• Exceptional organizational, negotiation, and influence skills with the ability to balance customer outcomes and company profitability.
• Ability to manage multiple initiatives with competing priorities in a fast-paced, high-growth environment.

Travel: Up to 4 times per year.

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.