Director, Customer Retention and Growth

Portsmouth, NHfull time

On Site

senior

H1B: no

Bottomline Technologies Director of Customer Retention & Growth leads enterprise retention programs to reduce churn and maximize recurring revenue. This role involves leveraging AI-powered risk intelligence and cross-functional partnerships to improve customer outcomes.

Responsibilities

We're looking for a strategic and data-driven Director of Customer Retention & Growth to lead the design, execution, and optimization of enterprise retention programs that protect revenue, improve customer outcomes, and drive long-term customer value.
In this highly visible leadership role, you'll develop and scale retention strategies across our customer portfolio, leveraging customer insights, AI-powered risk intelligence, and cross-functional partnerships to reduce churn, improve customer health, and maximize recurring revenue.
You'll work closely with Customer Success, Sales, Marketing, Product, Strategy, and Digital teams to translate customer risk signals into proactive retention programs, scalable customer journeys, and measurable business impact.
Drive Retention Strategy
Develop and evolve enterprise-wide retention strategies designed to reduce customer churn and protect recurring revenue.
Build and maintain retention playbooks, customer save motions, and intervention frameworks for at-risk customer segments.
Create targeted action plans based on customer health, product adoption, engagement trends, financial exposure, and risk indicators.
Lead AI-Driven Customer Retention Initiatives
Define business requirements for AI-powered customer risk identification and retention programs.
Partner with Product and Digital teams to improve risk scoring models, recommended actions, and automated customer engagement strategies.
Continuously refine retention programs based on customer outcomes, field feedback, and performance analytics.
Partner Across the Business

Qualification

Background in SaaSKey CompetenciesData-driven decision making

Preferred

Experience with Salesforce or similar CRM platforms.
Knowledge of customer health scoring models, retention analytics, marketing automation, and customer journey design.
Experience working with AI-enabled customer engagement, predictive analytics, or customer risk technologies.
Background in SaaS, fintech, payments, banking, or subscription-based business models.
Key Competencies:
Strategic thinking and customer-centric problem solving
Data-driven decision making
Program development and operational excellence