Director, Customer Retention and Growth

Bottomline•Portsmouth, NH

About The Position

Bottomline is seeking a strategic and data-driven Director of Customer Retention & Growth to lead the design, execution, and optimization of enterprise retention programs. This role aims to protect revenue, improve customer outcomes, and drive long-term customer value. The Director will develop and scale retention strategies across the customer portfolio, utilizing customer insights, AI-powered risk intelligence, and cross-functional partnerships to reduce churn, enhance customer health, and maximize recurring revenue. This highly visible leadership role involves close collaboration 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.

Requirements

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 that deliver measurable business outcomes.
Experience leveraging customer health data, behavioral analytics, and business insights to identify risk and drive retention initiatives.
Strong cross-functional leadership and stakeholder management experience.
Strategic thinking and customer-centric problem solving
Data-driven decision making
Program development and operational excellence
Cross-functional collaboration and influence
Executive communication and stakeholder management
AI and automation mindset
Continuous improvement and innovation

Nice To Haves

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.

Responsibilities

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.
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.
Collaborate with Customer Success, Sales, Marketing, Product, and Finance teams to align on retention priorities and execution plans.
Support the development of customer education, adoption, lifecycle marketing, and win-back programs.
Enable customer-facing teams through playbooks, training, communication frameworks, and best practices.
Establish KPIs and performance dashboards to evaluate program effectiveness.
Monitor retention trends, customer health improvements, save rates, and ARR impact.
Identify opportunities to improve customer experiences and enhance retention outcomes through data-driven insights.