Director of Retention

Director of Retention Department: Operations Employment Type: Permanent Location: Greater Montreal Metropolitan Area, Canada Reporting To: Présidente - Canada Description Building innovative solutions; enabling safer workplaces for everyone. We’ll create a safer working world, building software to support a global network of responsible buyers, suppliers and partners. We take the pain out of compliance for over 50,000 organisations globally, helping them protect their people, their operations, and the planet. Keeping our network of hiring clients, suppliers, and contractors compliant with the standards that matter most, from health and safety and sustainability to ethical behaviour by building best in class solutions. The Director of Retention is a senior leadership role accountable for customer retention, renewals, and net revenue growth across Veriforce Canadian business. Reporting directly to the President, Canada, this role owns Net Revenue Retention (NRR), gross retention, churn reduction, and renewal execution, and serves as a key partner in shaping national customer and revenue strategy. This role requires a strong balance of strategic leadership, operational rigor, and cross-functional influence in a complex, compliance-driven B2B SaaS environment. What that means day-to-day: Retention, Renewals & Revenue Ownership Own and deliver NRR, gross retention, churn, and renewal targets for Veriforce Canada Establish and scale retention and renewal strategies across customer segments Drive consistent, predictable renewal forecasting and execution Partner with Sales and Customer Success to identify and deliver expansion opportunities tied to customer value Customer Lifecycle & Value Realization Define and optimize the end-to-end customer lifecycle, from onboarding through renewal Strengthen adoption, engagement, and value realization in partnership with Customer Success and Support Develop structured retention playbooks for at-risk accounts and complex enterprise renewals Ensure retention strategies align with customers’ regulatory, operational, and safety requirements Leadership & Organizational Impact Lead, coach, and develop a high-performing retention / renewals organization Establish clear performance expectations, KPIs, and accountability frameworks Foster a culture of ownership, customer focus, and continuous improvement Cross-Functional & Executive Collaboration Act as a strategic advisor to the President, Canada, providing insight into customer health, risk, and growth opportunities Collaborate closely with Product, Sales, Support, Operations, and Global teams to improve customer outcomes Influence roadmap and prioritization decisions using churn and customer insights Partner with Finance on forecasting, renewal accuracy, and revenue planning Data, Insights & Executive Reporting Establish and monitor KPIs related to retention, renewals, churn, and expansion Analyze trends to identify root causes and inform strategic decisions Present clear, data-driven insights and recommendations to executive leadership What you’ll need to be successful: • 8–12+ years in Customer Success, Retention, Renewals, or Revenue leadership within a B2C SaaS or enterprise software environment • 3–5+ years leading customer-facing teams • Demonstrated ownership of NRR, churn, and renewal performance • Experience supporting enterprise customers in regulated or operationally complex industries Required Skills & Qualifications • Fluent bilingualism in French and English (written and spoken) – REQUIRED • Strong executive presence with the ability to influence senior stakeholders • Highly analytical, with a track record of turning insight into action • Comfortable operating at both strategic and execution levels • Excellent communication and cross-functional leadership skills • Customer-first, outcomes-driven mindset What you’ll get in return: We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work, and believe that if you look after your people, they look after everything else! Personal Health & Wellbeing >🧠 Integrated mental health & wellbeing support >🌴 Vacation – starting at 3 weeks >💟 Wellness Days & Annual Giving Day – an extra to give back to yourself or your community >🩺 Comprehensive medical and dental coverage > 😴 End of the year, company-wide shut down for you to relax and recharge Future Planning >🏫 LinkedIn Learning License for upskilling & development Interested but don’t feel you meet all the requirements? Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we consider applications that might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us! Bring Your Whole Self to Work. We are proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves. What you can expect if you apply: A response to your application within 15 working days An interview process consisting of: An initial discovery call with the recruiter A first stage interview via Microsoft Teams Additional interview with the stakeholders you’ll be working with closely in the role We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.