Manager or Director, Client Retention & Renewals
About Us
Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.
Come Join Our Team!
As part of our robust Rewards & Recognition program, this role is eligible for our Ventra performance-based incentive plan, because we believe great work deserves great rewards
Help Us Grow Our Dream Team — Join Us, Refer a Friend, and Earn a Referral Bonus!
Job Summary
The Director or Manager of Client Retention & Renewals is a senior leadership role at Ventra Health responsible for owning net revenue retention (NRR) across the company's full book of business. This leader will build and execute a scalable renewals and retention strategy, directly manage a team of Retention Managers and Renewal Specialists, and serve as the executive escalation point for at-risk accounts. This position will work closely with the growth department and business unit presidents.
Leveling for this role will be determined based on the selected candidate’s experience and background, with the opportunity to hire at either the Manager or Director level accordingly.
Essential Functions and Tasks
Leadership & Strategy
Own and drive the company's overall client retention and renewals strategy, with accountability for NRR, gross renewal rate (GRR), and expansion revenue targets
Build, lead, and mentor a team of Retention Managers and Renewal Specialists, establishing performance standards, career development paths, and coaching cadences
Serve as the executive sponsor for high-value and strategically critical accounts, including direct engagement in escalation resolution and renewal negotiations
Partner with the business stakeholders to define retention targets, report performance, and align retention initiatives with portfolio growth goals
Establish and continuously refine the retention and renewals operating model, including playbooks, escalation frameworks, forecasting methodology, and QBR standards
Renewals Execution
Oversee the full renewal lifecycle across all tiers of the book of business, ensuring every renewal is initiated 90+ days in advance and progresses through a disciplined commercial process
Lead commercial negotiations on complex, high-value, or multi-year renewal agreements in collaboration with Sales, Legal, and Finance
Develop tiered renewal strategies that differentiate approach by account size, health score, and strategic value
Build and maintain a renewal forecast model with ±5% accuracy; present monthly to VP of Client Success and quarterly to the executive team
Retention & Churn Prevention
Define and own the risk management framework — including early warning indicators, red-account protocols, and cross-functional intervention plans
Leverage Gainsight to build and optimize health score models, lifecycle journeys, automated playbooks, and risk CTAs across all client segments
Collaborate with Product, Implementation, and Support to identify systemic churn drivers and lead cross-functional remediation initiatives
Analyze win/loss and churn data to surface patterns, present findings to leadership, and continuously close retention gaps
Reporting & Operations
Design and deliver executive-ready retention dashboards and KPI reporting for internal leadership, PE board packages, and investor updates
Establish data hygiene and CRM standards that ensure renewal pipeline accuracy and consistent forecasting
Partner with Revenue Operations to align retention metrics with company-wide ARR and revenue reporting
Education and Experience Requirements
7+ years of experience in client success, renewals, or account management in a B2B SaaS company, with at least 3 years in a people management role
Proven track record of owning and exceeding NRR targets (105%+) across a multi-million dollar book of business
Expert-level proficiency with Gainsight — including health score configuration, playbook design, renewal CTAs, journey orchestration, and reporting Required
Demonstrated experience negotiating complex, high-value SaaS renewals and expansions with C-suite stakeholders
Strong executive presence and communication skills; able to present with authority to PE sponsors and board-level audiences
Analytical fluency — comfortable with ARR waterfall models, churn cohort analysis, and retention forecasting
Experience managing and developing high-performing teams in a fast-paced, metrics-driven environment
Knowledge, Skills, and Abilities
Experience in healthcare technology or revenue cycle management (RCM) — familiarity with Ventra Health's core service lines is a strong advantage Preferred
Working knowledge of RCM concepts: denial management, AR follow-up, claims processing, eligibility verification, and clearinghouse integrations
Prior experience at a private equity-backed company, including comfort with PE reporting cadences, portfolio KPI reviews, and investor-facing materials Strongly Preferred
Experience building or scaling a retention/renewals function from an early stage, including team hiring, playbook creation, and process documentation
Proficiency with Salesforce and Revenue Operations tooling; familiarity with ChurnZero, Totango, or similar CS platforms
Background in consulting, investment banking, or strategic finance is a plus for candidates coming from adjacent fields
Compensation
Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.
This position is also eligible for a discretionary incentive bonus in accordance with company policies.
Ventra Health
Equal Employment Opportunity (Applicable only in the US)Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions. Recruitment AgenciesVentra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes. Solicitation of PaymentVentra Health does not solicit payment from our applicants and candidates for consideration or placement.
Attention CandidatesPlease be aware that there have been reports of individuals falsely claiming to represent Ventra Health or one of our affiliated entities Ventra Health Private Limited and Ventra Health Global Services. These scammers may attempt to conduct fake interviews, solicit personal information, and, in some cases, have sent fraudulent offer letters.To protect yourself, verify any communication you receive by contacting us directly through our official channels. If you have any doubts, please contact us at [email protected] to confirm the legitimacy of the offer and the person who contacted you. All legitimate roles are posted on https://ventrahealth.com/careers/.
Statement of AccessibilityVentra Health is committed to making our digital experiences accessible to all users, regardless of ability or assistive technology preferences. We continually work to enhance the user experience through ongoing improvements and adherence to accessibility standards. Please review at https://ventrahealth.com/statement-of-accessibility/.
Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.
Come Join Our Team!
As part of our robust Rewards & Recognition program, this role is eligible for our Ventra performance-based incentive plan, because we believe great work deserves great rewards
Help Us Grow Our Dream Team — Join Us, Refer a Friend, and Earn a Referral Bonus!
Job Summary
The Director or Manager of Client Retention & Renewals is a senior leadership role at Ventra Health responsible for owning net revenue retention (NRR) across the company's full book of business. This leader will build and execute a scalable renewals and retention strategy, directly manage a team of Retention Managers and Renewal Specialists, and serve as the executive escalation point for at-risk accounts. This position will work closely with the growth department and business unit presidents.
Leveling for this role will be determined based on the selected candidate’s experience and background, with the opportunity to hire at either the Manager or Director level accordingly.
Essential Functions and Tasks
Leadership & Strategy
Own and drive the company's overall client retention and renewals strategy, with accountability for NRR, gross renewal rate (GRR), and expansion revenue targets
Build, lead, and mentor a team of Retention Managers and Renewal Specialists, establishing performance standards, career development paths, and coaching cadences
Serve as the executive sponsor for high-value and strategically critical accounts, including direct engagement in escalation resolution and renewal negotiations
Partner with the business stakeholders to define retention targets, report performance, and align retention initiatives with portfolio growth goals
Establish and continuously refine the retention and renewals operating model, including playbooks, escalation frameworks, forecasting methodology, and QBR standards
Renewals Execution
Oversee the full renewal lifecycle across all tiers of the book of business, ensuring every renewal is initiated 90+ days in advance and progresses through a disciplined commercial process
Lead commercial negotiations on complex, high-value, or multi-year renewal agreements in collaboration with Sales, Legal, and Finance
Develop tiered renewal strategies that differentiate approach by account size, health score, and strategic value
Build and maintain a renewal forecast model with ±5% accuracy; present monthly to VP of Client Success and quarterly to the executive team
Retention & Churn Prevention
Define and own the risk management framework — including early warning indicators, red-account protocols, and cross-functional intervention plans
Leverage Gainsight to build and optimize health score models, lifecycle journeys, automated playbooks, and risk CTAs across all client segments
Collaborate with Product, Implementation, and Support to identify systemic churn drivers and lead cross-functional remediation initiatives
Analyze win/loss and churn data to surface patterns, present findings to leadership, and continuously close retention gaps
Reporting & Operations
Design and deliver executive-ready retention dashboards and KPI reporting for internal leadership, PE board packages, and investor updates
Establish data hygiene and CRM standards that ensure renewal pipeline accuracy and consistent forecasting
Partner with Revenue Operations to align retention metrics with company-wide ARR and revenue reporting
Education and Experience Requirements
7+ years of experience in client success, renewals, or account management in a B2B SaaS company, with at least 3 years in a people management role
Proven track record of owning and exceeding NRR targets (105%+) across a multi-million dollar book of business
Expert-level proficiency with Gainsight — including health score configuration, playbook design, renewal CTAs, journey orchestration, and reporting Required
Demonstrated experience negotiating complex, high-value SaaS renewals and expansions with C-suite stakeholders
Strong executive presence and communication skills; able to present with authority to PE sponsors and board-level audiences
Analytical fluency — comfortable with ARR waterfall models, churn cohort analysis, and retention forecasting
Experience managing and developing high-performing teams in a fast-paced, metrics-driven environment
Knowledge, Skills, and Abilities
Experience in healthcare technology or revenue cycle management (RCM) — familiarity with Ventra Health's core service lines is a strong advantage Preferred
Working knowledge of RCM concepts: denial management, AR follow-up, claims processing, eligibility verification, and clearinghouse integrations
Prior experience at a private equity-backed company, including comfort with PE reporting cadences, portfolio KPI reviews, and investor-facing materials Strongly Preferred
Experience building or scaling a retention/renewals function from an early stage, including team hiring, playbook creation, and process documentation
Proficiency with Salesforce and Revenue Operations tooling; familiarity with ChurnZero, Totango, or similar CS platforms
Background in consulting, investment banking, or strategic finance is a plus for candidates coming from adjacent fields
Compensation
Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.
This position is also eligible for a discretionary incentive bonus in accordance with company policies.
Ventra Health
Equal Employment Opportunity (Applicable only in the US)Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions. Recruitment AgenciesVentra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes. Solicitation of PaymentVentra Health does not solicit payment from our applicants and candidates for consideration or placement.
Attention CandidatesPlease be aware that there have been reports of individuals falsely claiming to represent Ventra Health or one of our affiliated entities Ventra Health Private Limited and Ventra Health Global Services. These scammers may attempt to conduct fake interviews, solicit personal information, and, in some cases, have sent fraudulent offer letters.To protect yourself, verify any communication you receive by contacting us directly through our official channels. If you have any doubts, please contact us at [email protected] to confirm the legitimacy of the offer and the person who contacted you. All legitimate roles are posted on https://ventrahealth.com/careers/.
Statement of AccessibilityVentra Health is committed to making our digital experiences accessible to all users, regardless of ability or assistive technology preferences. We continually work to enhance the user experience through ongoing improvements and adherence to accessibility standards. Please review at https://ventrahealth.com/statement-of-accessibility/.