Who we are
CINC is the # 1 Real Estate CRM and Website provider in North America for elite real estate agents. CINC was founded in 2011 and we are based in Atlanta, GA. Our robust solution is a complete CRM platform that allows real estate professionals to seamlessly manage & nurture their clients and grow their business.OverviewDirector of Retention: To lead a team focused on client retention (renewals, churn and upsells). This role will work closely with the VP of Client Success to define operational processes, and drive performance across key client success metrics.Key Responsibilities
- Team Leadership & Development.
- Manage a team ofRetention Specialists in addition to being an active member of the team.
- Establish team goals, workflows, and performance standards.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Responsible for the monthly churn metric. All reporting and processes involving managing the company churn number.
- Develop strategies to improve team processes for the client care team.
- Analyze churn data and client feedback to identify trends and improvement opportunities.
- Oversee the monthly account renewal quota,ensuring timely and successful contract extensions.
- Drive upsell initiatives.
- Collaborate with Sales, Service and Product teams to align upsell strategies with client needs.
- Strategic Planning & Execution.
- Partner with the VP to make improvements to team structure, define KPIs, and implement scalable processes.
- Contribute to quarterly business reviews and executive reporting.
Experience
- Minimum of 2 years of leadership experience, including direct responsibility forcoaching, and developing team members.
- Demonstrated ability to lead successful cross-functional initiativeswith buy-in from team members and stakeholders.
- Strong skills in performance management, goal setting, and fostering a culture of accountability and continuous improvement.
- Ability to mentor and inspire teams, ensuring alignment with organizational objectives and customer-centric values. Demonstrates strong peer credibility and trustworthiness.
Reports To: Vice President, Client SuccessTeam Size: 2direct reportsStart date: January 2026(Hybrid, Atlanta Area — 2 Days/Week in Office)At CINC, we celebrate and support our differences. We listen, we care, and we serve. CINC is proud to be an equal opportunity workplace.
