Delhivery - Senior Director - Retention - Enterprise Account

Overview We are looking for a strategic and commercially driven Senior Director - Retention (Enterprise Accounts) to lead retention, expansion, and long-term value creation across our enterprise customer base. This role will focus on minimizing churn, maximizing net revenue retention, and strengthening executive-level relationships with key accounts. Key Responsibilities 1. Enterprise Retention Strategy - Define and execute retention and growth strategy for enterprise accounts - Own Net Revenue Retention (NRR), Gross Retention (GRR), renewal rates, and expansion revenue - Develop account-specific retention plans for high-value customers 2. Customer Success & Account Management Leadership - Lead Customer Success and/or Account Management teams handling enterprise clients - Build frameworks for proactive engagement, health scoring, and risk mitigation - Establish governance models for managing strategic accounts (QBRs, executive reviews) 3. Churn Prevention & Risk Management - Identify early warning signals for churn using data and customer feedback - Drive structured intervention strategies for at-risk accounts - Personally engage with high-risk, high-value customers 4. Expansion & Upsell - Partner with Sales to drive expansion opportunities within existing accounts - Identify cross-sell and upsell opportunities based on usage and business needs - Align retention efforts with revenue growth goals 5. Executive Stakeholder Management - Build and maintain C-level relationships within enterprise customers - Act as an escalation point for critical accounts - Represent the voice of the customer internally at leadership level 6. Data & Insights - Establish account health scoring models and retention dashboards - Analyze usage patterns, adoption metrics, and ROI delivered to customers - Use insights to influence product roadmap and service improvements 7. Cross-Functional Collaboration - Work closely with Product, Sales, Support, and Marketing teams - Ensure seamless onboarding, adoption, and value realization for enterprise clients - Advocate for enterprise needs in product development and operations Required Qualifications - 12-18 years of experience in Customer Success, Account Management, or Retention roles - Strong experience managing large enterprise accounts (B2B) - Proven track record of driving high NRR and reducing churn in enterprise segments - Experience leading large, globally distributed teams - Strong commercial acumen and negotiation skills .