Director, Customer Retention & Success

Broadband Dynamics • Scottsdale, AZ

106d

About The Position

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. We’re seeking a Director of Customer Retention & Success to lead our retention and expansion strategy across our customer base. This is a hands-on leadership role responsible for renewals, upselling, and ensuring customers have an exceptional experience that drives long-term loyalty and revenue growth. This role is located primarily onsite in our Scottsdale, AZ office, with flexibility for occasional remote work.

Requirements

• 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

Responsibilities

• Lead 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

Benefits

• Competitive compensation with performance-based incentives
• Comprehensive benefits package (health, dental, vision, 401(k), PTO)
• Professional growth and leadership opportunities
• Collaborative, high-impact team environment

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees