The Director of Retention for the Middle East & Africa is responsible for overseeing net revenue retention, renewals, customer lifetime value, and post-sale growth for the company's enterprise and commercial customers. This role involves leading regional teams of Renewal Sales Specialists and Solutions Account Managers to ensure that customers derive value from their investments, renew their contracts with confidence, expand their usage of the company's products, and achieve high levels of adoption, satisfaction, and advocacy. The Director collaborates closely with Sales, Customer Success, Marketing, Product, and Global Retention teams to ensure predictable recurring revenue and foster long-term customer relationships.
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Location: KAFD, Riyadh
Hours of Work: 40 hours per week
Key Responsibilities:
- Own MEA Net Revenue Retention (NRR), Gross Renewal Rate (GRR), revenue retention optimisation, and expansion targets.
- Define and execute the regional renewals and retention strategy aligned with the company's global customer lifecycle.
- Drive early renewal engagement, proactive risk management, and value-based renewals.
- Accelerate upsell and cross-sell within existing customers based on usage, maturity, and business outcomes.
Customer Value & Experience:
- Ensure customers achieve measurable ROI across Experience Cloud, Creative Cloud, and Document Cloud.
- Champion a customer-first, consultative engagement model focused on adoption, satisfaction, and long-term partnership.
- Build senior executive relationships with strategic customers to drive loyalty and advocacy.
Leadership & Execution:
- Lead, coach, and develop high-performing Renewal Sales Specialist (RSS) and Solutions Account Manager (SAM) teams with clear accountability and operating rhythm.
- Own renewals forecasting accuracy, pipeline discipline, and quarterly execution.
- Utilize data, health scores, and predictive insights to improve retention and customer outcomes.
- Provide governance for complex renewals and manage executive escalations.
Regional & Cross-Functional Leadership:
- Partner closely with Sales, Customer Success, Finance, Legal, and Global Retention teams to deliver a seamless end-to-end customer experience.
- Represent MEA retention priorities globally while adapting execution to local market dynamics.
- Act as a senior company leader across Saudi Arabia, GCC, and broader MEA markets.
Success Measures:
- Net Revenue Retention (NRR) and Gross Renewal Rate (GRR)
- Reduction in Customer Attrition and Expansion/Upsell Contribution
- Forecast Accuracy
- Customer Adoption, Health, and Satisfaction
- Team Performance and Engagement
Experience & Profile:
- 12+ years’ experience in enterprise software, SaaS, or subscription businesses.
- Proven regional leadership in renewals, retention, account management, or customer success.
- Strong understanding of subscription economics and value-based selling.
- Experience across Middle East & Africa markets; GCC expertise is beneficial.
- Proficiency in Arabic is a plus.
- Must be a customer-obsessed, commercially disciplined, data-driven leader with strong executive presence.
