Director of Retention and Revenue Protection

PARADIGM SENIOR SERVICES INC•North Miami, FL

11d•Hybrid

About The Position

At Paradigm, we're revolutionizing home care through innovative technology. As the fastest-growing tech company in this sector, we empower home care agencies with cutting-edge solutions in billing automation, growth education, authorization management, and beyond. We believe that by streamlining agency operations with third-party payers like the Department of Veterans Affairs and Medicaid, we ultimately enhance the quality of care for seniors, veterans, and underserved communities. We foster a dynamic and collaborative work environment where new ideas are welcome, and creativity thrives. Joining our team means becoming part of a supportive community that values continuous learning and excellence. We're on a mission to revolutionize home care and are looking for passionate individuals to help us make a lasting, positive impact. As the Director of Retention and Revenue Protection, you are responsible for protecting and strengthening Paradigm’s recurring revenue by ensuring providers successfully achieve outcomes. This role is designed for a highly experienced operator who thrives in complex, high-pressure environments and is energized by solving challenging customer problems. You will spend a significant portion of your time engaging with at-risk or dissatisfied customers, requiring a high level of emotional resilience, strong judgment, and a solutions-oriented mindset. You will own the development of Paradigm’s customer health strategy, including building and operationalizing health scoring models in HubSpot to identify risk early and drive proactive intervention. Beyond managing risk, this role plays a critical part in identifying systemic friction points and partnering with Product and Operations teams to eliminate root causes, reducing reliance on manual intervention and advancing Paradigm’s transition to a product-led, AI-first model. You will work cross-functionally with Customer Experience, Finance, Marketing, Product, and Operations to reduce churn, improve retention, and ensure providers are set up for long-term success and growth. This position reports to the Senior Vice President of Customer Experience.

Requirements

Minimum of 7 years of experience in Customer Success, Account Management, Revenue Operations, or a related field, preferably within SaaS, healthcare, or service-based organizations
Experience owning or directly influencing retention, churn, or revenue-based metrics (e.g., GRR, NRR, or revenue retention)
Proven track record of successfully improving retention, reducing churn, and recovering at-risk revenue
Demonstrated ability to manage high volumes of escalated or at-risk customer situations while maintaining professionalism and composure
Strong business and financial acumen, with the ability to evaluate revenue impact, pricing considerations, and long-term customer value
Exceptional communication, negotiation, and conflict resolution skills
Ability to operate cross-functionally and influence stakeholders across multiple departments
Highly analytical with the ability to translate data into actionable insights
Strong organizational and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment
Strong resilience and emotional intelligence, with the ability to navigate difficult conversations and maintain a solutions-oriented mindset
Experience building or working with customer health scoring models and proactive retention strategies required
Experience with CRM systems (HubSpot preferred) and data-driven decision-making

Nice To Haves

Bachelor’s degree in Business, Healthcare Administration, or a related field preferred
Relevant experience may be considered in lieu of a degree

Responsibilities

Serve as the primary escalation point for high-risk and high-impact customer situations, including billing disputes, service concerns, and financial distress
Own and manage the at-risk customer pipeline in HubSpot, including developing and optimizing customer health scoring models, defining key risk indicators, and implementing proactive monitoring and intervention strategies
Lead all customer retention efforts, including managing termination requests, conducting save conversations, and implementing standardized retention playbooks aligned to common churn drivers
Serve as the primary owner of the customer termination process, including evaluating risk, influencing save decisions, and recommending outcomes that balance customer needs with business impact
Partner with Finance to manage and evaluate all rate reduction and financial accommodation requests, ensuring alignment with company goals and long-term customer value
Design and scale retention and escalation workflows to ensure timely intervention, clear ownership, and consistent execution across teams
Track key retention metrics, including churn rate, save rate, gross and net revenue retention, and revenue retained, and provide regular reporting and insights to leadership
Identify systemic drivers of customer friction and churn, and partner with Product, AI, and Operations teams to eliminate these issues at the system level, reducing reliance on manual processes over time
Partner with Marketing to analyze drivers of churn, inform customer value propositions, and support targeted win-back strategies for at-risk or churned customers
Collaborate with Account Management, Support, Enterprise, and Growth Coaching teams to ensure at-risk providers receive the support needed to drive client acquisition, payer utilization, and long-term business success
Advocate for the provider experience by identifying friction points and partnering with internal teams to improve service delivery, communication, and overall customer value
Support initiatives that improve efficiency and reduce the cost and complexity of reimbursement for providers
Train and enable customer-facing teams on best practices for identifying risk, managing difficult conversations, and escalating appropriately
Other duties as assigned