Director, Customer Lifecycle Optimization

Priority Technology Holdings, LLC•Alpharetta, GA

16h•Hybrid

About The Position

We are seeking a strategic and results-driven Director, Customer Lifecycle Optimization to lead retention strategy and Voice of Customer (VOC) across our acquiring portfolio. This role is a core pillar of the revenue organization, focused on protecting and expanding customer value by reducing attrition, improving experience, and operationalizing customer feedback. Sitting alongside Product Strategy, Revenue Operations, and Lifecycle Marketing, this role owns the “Protect & Expand” motion ensuring we not only acquire customers, but keep and grow them.

Requirements

7-10+ years in retention, lifecycle marketing, customer success, or related fields.
Experience in payments, fintech, SaaS, or merchant acquiring preferred.
Strong analytical and strategic mindset with a bias for execution.
Proven ability to drive cross-functional alignment in complex organizations.
Experience building VOC programs and retention frameworks at scale.

Responsibilities

Own end-to-end retention strategy across merchants and partners.
Identify churn drivers and implement targeted mitigation plans.
Develop segmentation strategies across SMB, enterprise, and partner portfolios.
Lead save and win-back programs tied to measurable revenue impact.
Build and scale a centralized VOC program across all touchpoints.
Aggregate feedback from support, product, sales, and partner channels.
Translate insights into prioritized actions with clear ownership.
Partner with BI to deliver dashboards on sentiment, churn risk, and experience trends.
Partner with Lifecycle Marketing to drive engagement and adoption campaigns.
Identify cross-sell and expansion opportunities within existing portfolios.
Support product penetration strategies across partners and merchants.
Ensure retention and expansion motions are coordinated and measurable.
Partner with Product Strategy to influence roadmap based on customer feedback.
Align with Customer Success and Support to improve service delivery and escalation handling.
Work with Sales and Partner teams to strengthen portfolio performance and retention accountability.
Own KPIs including churn, retention, LTV, and customer sentiment metrics.
Lead cohort and ROI analysis for retention and loyalty initiatives.
Enable proactive risk identification through data and predictive insights.
Ensure BI ownership of reporting infrastructure and ongoing enhancements.