Director, Customer Retention and Growth

Portsmouth, NH. Posted a month ago

The role

This director will lead the design, rollout and improvement of enterprise retention programs that reduce customer churn and protect recurring revenue. The role works across Customer Success, Sales, Marketing, Product and Finance, using customer insights and AI-powered risk tools.

What you will do

Develop and evolve enterprise-wide retention strategies to reduce churn and protect recurring revenue.
Build and maintain retention playbooks, save motions and intervention frameworks for at-risk segments.
Create action plans based on customer health, product adoption, engagement, financial exposure and risk indicators.
Define business requirements for AI-powered customer risk identification and retention programs.
Partner with Product and Digital teams to improve risk scoring models and automated engagement.
Collaborate with Customer Success, Sales, Marketing, Product and Finance on retention priorities.
Support customer education, adoption, lifecycle marketing and win-back programs.
Enable customer-facing teams through playbooks, training and best practices.
Establish KPIs and dashboards to measure program effectiveness and ARR impact.
Identify opportunities to improve customer experience and retention through data-driven insights.

Required qualifications

8+ years of experience in Customer Success, Customer Retention, Revenue Operations, Customer Strategy, Lifecycle Marketing or a related field within a recurring revenue business.
Proven success designing, launching and scaling customer retention programs with measurable outcomes.
Experience using customer health data, behavioral analytics and business insights to identify risk and drive retention.
Strong cross-functional leadership and stakeholder management experience.

Nice to have

Experience with Salesforce or similar CRM platforms.
Knowledge of customer health scoring, retention analytics, marketing automation and customer journey design.
Experience with AI-enabled customer engagement, predictive analytics or customer risk technologies.
Background in SaaS, fintech, payments, banking or subscription-based business models.

About the company

Bottomline is a global leader in business payments and cash management, with over 35 years of experience. The company says it moves more than $16 trillion in payments annually.