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Sr. Director of Revenue Operations - Customer Success

Remote - US

About Us! 

Founded in 2002, Raptor has partnered with more than 60,000 schools in 55 different countries, including 5,300+ K-12 US school districts, to provide integrated visitor, volunteer, attendance, dismissal, emergency management, and safeguarding software and services covering the complete spectrum of school and student safety. 

We are passionate about our mission to protect every child, every school, every day! 

About the Role

We are seeking a strategic, data-driven Sr. Director of Revenue Operations (aka Sr. Director of Revenue Retention) to lead our efforts in maximizing customer lifetime value, reducing churn, and driving sustainable growth for our SaaS solutions in the K-12 safety software market. This role combines deep financial acumen with a strong understanding of subscription-based business models, ensuring that retention strategies are both customer-centric and revenue-optimized. The Director will partner closely with Finance, Customer Success, and Sales, to design and execute initiatives that protect and expand recurring revenue across our portfolio.

Responsibilities 

  • Revenue Retention Strategy
    • Develop and own the revenue retention roadmap, with measurable goals for gross and net retention.
    • Use financial modeling to forecast retention outcomes, identify at-risk revenue segments, and optimize renewal pricing strategies.
    • Define and track key retention KPIs, such as logo retention rate, expansion revenue, contraction revenue (down-sell, price concessions), and churn rate.
    • Identify “at risk” accounts and develop and implement appropriate mitigation plans to reduce or eliminated churn.
  • Financial & Data Analysis
    • Partner with Finance to conduct detailed cohort, segmentation, and lifetime value analyses to guide decision-making.
    • Evaluate customer health metrics against financial performance to prioritize retention interventions.
    • Create ROI models for retention initiatives and track actual vs projected outcomes.
    • Provide a weekly, rolling at risk and forecasted churn report
  • Customer Lifecycle Management
    • Collaborate with Customer Success to design proactive engagement and renewal processes tailored to the K-12 buyer journey.
    • Create retention programs and initiatives that address the needs of our customer base
    • Align with Sales to ensure smooth handoffs, strong onboarding experiences, and upsell/cross-sell opportunities.
    • Partner with Product Management to address product adoption gaps and usage patterns impacting renewals.
  • Pricing & Contract Optimization
    • Support development of renewal pricing models, discount strategies, and multi-year agreements to maximize lifetime value.
    • Monitor competitive pricing trends in the K-12 EdTech safety sector and adjust retention playbooks accordingly.
  • Leadership & Cross-Functional Collaboration
    • Serve as a senior individual contributor with influence across multiple departments.
    • Serve as the go-to subject matter expert on the financial impact of retention initiatives for executive leadership.
    • Present regular retention performance reports to the executive team and board.

Qualifications

  • Bachelor’s degree in Finance, Business, Economics, or related field; MBA or equivalent preferred.
  • 7+ years of experience in revenue retention, finance, or revenue operations, in a SaaS environment.
  • Strong understanding of subscription and ARR/MRR metrics, particularly within K-12 or public sector software markets.
  • Exceptional financial modeling skills and experience with business intelligence tools (e.g., Tableau, Power BI, Looker).
  • Proven track record of reducing churn and increasing net revenue retention in a SaaS organization.
  • Excellent communication and executive presentation skills, with the ability to distill complex data into actionable insights.
  • Experience working with K-12 districts or education agencies is highly preferred.

Key Performance Indicators (KPIs)

  • Gross Revenue Retention (GRR)
  • Net Revenue Retention (NRR)
  • Logo Retention Rate
  • Churn Reduction Rate
  • Upsell / Cross-sell Revenue Contribution
  • Accurate forecasting of expected churn
What's in it for you? 
  • You join the gold standard in school safety software. 
  • You will join a company where innovation and customer collaboration are part of what drives new product development to help keep kids safe. 
  • You will work with diverse teams made up of some of the best minds in the industry.
  • You will get exposure to strong mentorship and leadership that have supported a long history of career advancement opportunities for our employees. 
  • You will have access to a robust benefits package that includes: 
    • Remote-first philosophy 
    • Flexible paid time off 
    • Paid parental leave 
    • 11 Paid holidays per year 
    • Workplace flexibility 
    • Affordable health coverage (medical, dental, vision), paid 100% for employee only medical 
    • 401(k) employer contribution to help you plan for the future 
    • Company paid life insurance, STD, and LTD 
    • Pet insurance

 

If you are a resident of California, Colorado, New Jersey, New York or Washington, please reach out to hr@raptortech.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.

Raptor Technologies is an Equal Opportunity Employer, providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, compensation, training, promotion, transfer, leaves of absence, and termination.

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