Senior Director, Customer Retention

Location: Campbell
Posted on: June 23, 2025

Job Description:

We Breathe Life Into Data At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease. As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way. The Opportunity at Komodo Health: The Senior Director, Customer Retention will lead and scale a high-performing account management team focused on driving customer retention, renewals, and long-term value realization. This leader will set the strategic vision for retaining and growing Komodo’s current customer base by owning commercial renewal strategy and execution, fostering deep partnerships with clients, and ensuring consistent delivery of exceptional outcomes through Komodo’s solutions. The Senior Director, Customer Retention will coach and empower a retention team to lead all stages of renewal conversations and closure, engage stakeholders across diverse customer personas (e.g., Commercial Operations, Strategy, Analytics, RWE/HEOR) and align the appropriate suite of Komodo solutions to address evolving customer priorities. By driving account management best practices, customer engagement/satisfaction, and measurable value delivery, the Head of Segment will play a pivotal role in securing renewals, reducing churn, and expanding Komodo’s footprint within existing accounts. Looking back on your first 12 months at Komodo Health, you will have accomplished… Developed, communicated, and ensured seamless renewal and delivery execution of strategies and plans for key managed accounts and customer segments, resulting in a measurable improvement in retention and renewal rates Partnered closely with the Group Vice President (GVP) to align retention strategies with organizational goals, ensuring a unified approach to customer success and value realization Gained a deep understanding of account-level opportunities and crafted actionable plans to ensure Account Managers had sufficient and well-distributed opportunities to meet or exceed renewal quotas Identified and implemented scalable team training, team development resources, and account management best practices to address recurring challenges across the Customer Retention team, fostering a culture of continuous improvement and collaboration What you bring to Komodo Health (required): 8 years of experience in technology account management focused roles with prior direct responsibility and accountability leading teams of employees overseeing customer renewals Extensive experience in client-facing roles of increasing responsibility, delivering innovative SaaS recurring revenue software products, analytics, or consulting services with a focus on customer retention, renewals, and long-term value realization for Commercial Life Sciences customers. Proven leadership experience managing five or more direct reports, including other people managers, with a track record of building and retaining high-performing, customer-focused teams. Demonstrated ability to consistently achieve and exceed revenue retention and renewal targets, both individually and as a team leader. Advanced storytelling, communication, and interpersonal skills, with a history of owning and strengthening high-profile customer relationships that contribute to long-term account retention. Proven ability to develop and sustain long-term business relationships with Life Sciences customers across Sales, Marketing, and Commercial Analytics, ensuring continuous alignment and value delivery. Expertise in managing multiple high-stakes customer relationships and projects simultaneously, ensuring retention and satisfaction while maintaining high quality and professionalism under pressure. Strong agility to collaborate across internal teams to meet customer contractual requirements, address business needs, and deliver value consistently. Demonstrated success in fostering a team culture focused on retention, renewals, and customer-centricity in fast-paced, dynamic, and rapidly evolving environments. Additional skills and experience we’d prioritize (nice to have)… Hands-on experience in commercial strategy within biopharma, including working with sales, marketing, market access, and other HCP, provider, payer, and patient-level data, with a focus on aligning solutions to customer needs to drive renewals. Past management and/or data consulting experience leading complex engagements with life science/biopharma customers and/or managing teams of consultants Compensation at Komodo Health The pay range for each job posting reflects a minimum and maximum range of pay that we reasonably expect to pay across all U.S. locations and may span more than one career level. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work experience, geographic work location, relevant training and certifications, business needs and market demands. The U.S. national starting annual base pay for this role is listed below. This position is eligible for commissions in accordance with a written agreement or plan. $180,000 - $260,000 USD Where You’ll Work Komodo Health has a hybrid work model; we recognize the power of choice and importance of flexibility for the well-being of both our company and our individual Dragons. Roles may be completely remote based anywhere in the country listed, remote but based in a specific region, or local (commuting distance) to one of our hubs in San Francisco, New York City, or Chicago with remote work options. What We Offer Positions may be eligible for company benefits in accordance with Company policy. We offer a competitive total rewards package including medical, dental and vision coverage along with a broad range of supplemental benefits including 401k Retirement Plan, prepaid legal assistance, and more. We also offer paid time off for vacation, sickness, holiday, and bereavement. We are pleased to be able to provide 100% company-paid life insurance and long-term disability insurance. This information is intended to be a general overview and may be modified by the Company due to business-related factors. Equal Opportunity Statement Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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