Customer Retention & Success Director

About Us
Broadband Dynamics is a rapidly growing telecommunications carrier and software company that provides Voice services and Voice-centric Software as a Service (SaaS) applications to large enterprise customers worldwide. We specialize in providing high-quality, low-cost voice and SaaS solutions with industry-leading customer service. We pride ourselves on exceptional customer service, cutting-edge technology, and a collaborative team environment.

The Opportunity
We're seeking a Customer Retention & Success Director to drive our retention and expansion strategy across our customer base. This is a hands-on role responsible for renewals, upselling, and ensuring customers have an exceptional experience that drives long-term loyalty and revenue growth. The ideal candidate will have experience in the telecommunications industry, with a strong background in VoIP, SaaS, UCaaS, and CCaaS technologies.

What You'll Do

• Drive customer retention and satisfaction efforts, resolving issues and driving renewals
• Develop engagement strategies for top accounts and identify upselling opportunities
• Oversee reporting on customer health, contract renewals, and expansion opportunities
• Collaborate with Sales, Operations, and Service Delivery to ensure seamless support
• Act as a trusted advisor to enterprise customers and mentor team members

What You'll Bring

• Bachelor's degree in business, marketing, communications, or a related field preferred
• 8+ years progressive experience in Customer Success, Account Management, or Enterprise Sales
• Telecom or SaaS industry experience strongly preferred
• Proven success driving customer retention and revenue growth
• Strong communication, presentation, and relationship-building skills with C-level executives
• Experience with contract negotiation, renewals, and upselling complex solutions

What We Offer

• Competitive compensation with performance-based incentives
• Comprehensive benefits package (health, dental, vision, 401(k), PTO)
• Entrepreneurial culture with growth opportunities
• Comprehensive benefits package (health, dental, vision, 401k, and PTO).

Equal Opportunity

Broadband Dynamics is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. Employment is contingent upon successful completion of a background check according to company policy.