We are a mission-driven organization focused on strengthening client relationships and enhancing operational excellence. Our current challenge is client retention, and we are looking for a strategic, hands-on Product Leader who can address this issue, rebuild trust, and redefine the client experience. If you are a proactive leader with a track record of turning around client satisfaction in complex environments, we want to hear from you.

Job Summary 

As the Product Leader focused on Client Retention and Operational Excellence, you will take charge of our client retention strategy with full P&L responsibility for the product line. Your primary goal will be to strengthen our client relationships, reduce churn, and enhance service delivery. This role requires a dynamic leader who can lead cross-functional teams, improve operational processes, and create a culture focused on client success.

Responsibilities 

• Client Retention Strategy: Develop and execute a client retention strategy tailored to address current retention issues and enhance client satisfaction.
• Customer Success Initiatives: Implement customer engagement programs that boost loyalty and satisfaction, improving client retention rates and experience across all touchpoints.
• Revenue & P&L Management: Oversee product profitability with a strategic approach to budgeting, balancing revenue targets with operational investments.
• Cross-Functional Leadership: Lead and inspire cross-functional teams in engineering, sales, marketing, and client support to ensure seamless client experiences and strong alignment with retention goals.
• Crisis Management & Issue Resolution: Take proactive measures to manage and resolve client concerns, handling high-stakes client issues and effectively managing service escalations.
• Data-Driven Decision Making: Leverage insights from retention metrics and client feedback to make informed, strategic decisions that directly address client needs.
• Culture & Employee Engagement: Build a high-performance, client-centric culture within the team, focusing on strategies that increase employee engagement and retention.

Requirements 

• Experience: 10+ years in SaaS or customer-focused industries with experience managing product lines, client relationships, and profitability.
• Leadership & Influence: Proven ability to lead cross-functional teams to achieve shared goals, ensuring cohesive performance across multiple departments.
• Financial Acumen: Skilled in budget management and P&L oversight, with a track record of delivering significant EBITDA growth and effective cost management.
• Strategic Problem-Solving: Demonstrated expertise in addressing and resolving complex client challenges with a focus on strategic and customer-centered solutions.
• Exceptional Communication: Strong communicator, capable of building consensus and presenting insights to executive leadership.

Preferred Qualifications

• Mission-Driven Experience: Experience with understanding mission-centered client relationships.
• Product Development Knowledge: Background in product lifecycle management or mentoring product managers.

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options 
• 100% Employer paid short/long term disability
• Basic Life 
• 401(k) option with 100% company match 
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually 
• 10 company paid holidays
• 6 weeks paid parental leave

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $140,000 - $170,000 USD per year 

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.