Customer Intelligence & AI Lead

bottomlinetechnologies; Portsmouth (NH); On-site; USD 170,000 - 210,000; Full time

Job summary

Bottomline Technologies in Portsmouth, NH seeks a dynamic Director, Customer Intelligence & AI to lead data-driven insights, predictive analytics, and intelligent automation across the organization.

You will build a centralized Customer Intelligence Platform, partnering with Revenue Strategy, Customer Success, Sales, Product, and Finance to unlock revenue growth, improve retention, and accelerate performance.

Qualifications

• Design and implement AI-enabled analytics solutions.
• Lead data-driven insights to influence business decisions.
• Develop scalable customer intelligence capabilities.

Responsibilities

• Design, build, and maintain a centralized Customer Intelligence Platform.
• Develop predictive revenue and customer behavior models.
• Partner with multiple teams to translate data into action.
• Deliver executive insights to support revenue planning.

Skills

Data science

AI/ML

Customer analytics

Business intelligence

Commercial strategy

Education

Master's degree in a relevant field

PhD in data science or related field

Tools

SQL

Python

Power BI

Azure

Tableau

Job description

Why Choose Bottomline?

Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!

The Role:

The Director, Customer Intelligence & AI is responsible for building and leading the company's customer intelligence and artificial intelligence capabilities, creating a strategic advantage through data-driven insights, predictive analytics, and intelligent automation.

This role serves as the intelligence engine of the Revenue Management organization by transforming customer, product, commercial, operational, support, and financial data into actionable insights that drive revenue growth, improve customer retention, and accelerate business performance.

The Director will develop a centralized Customer Intelligence Platform that provides a unified view of customer health, value realization, product adoption, retention risk, expansion opportunity, and commercial performance. The role will partner closely with Revenue Strategy & Analytics, Revenue Growth Programs, Renewal Operations & Commercial Optimization, Customer Success, Customer Support, Product, Sales, and Finance to identify opportunities and enable execution.

The Mission is to build the organization's customer intelligence and AI capabilities by transforming customer data into predictive insights that uncover revenue opportunities, improve customer retention, enable intelligent automation, and accelerate sustainable business growth.

The ideal candidate combines expertise in data science, AI, machine learning, customer analytics, business intelligence, and commercial strategy with the ability to influence decision-making at the executive level.

Key Responsibilities:

Customer Intelligence Strategy & Platform Development:

• Design, build, and maintain a centralized Customer Intelligence Platform.
• Develop a comprehensive Customer 360 environment integrating:
• Product usage data
• Customer Success data
• Customer Support interactions
• CRM activity
• Contract and renewal data
• Financial and billing information
• Customer sentiment and engagement metrics
• Establish governance, quality standards, and ownership for customer intelligence data.
• Create scalable and reusable customer intelligence frameworks supporting the organization's growth objectives.
• Develop customer health, customer value, and customer maturity measurement methodologies.

Revenue Opportunity Identification:

• Develop advanced analytical models that identify revenue growth opportunities across the customer lifecycle.
• Create predictive models that surface:
• Expansion opportunities
• Upsell opportunities
• Cross-sell opportunities
• Pricing optimization opportunities
• Customer retention risks
• Revenue leakage
• Build recommendation engines that prioritize the highest-value customer actions.
• Quantify revenue potential and expected business impact for identified opportunities.
• Establish an ongoing pipeline of actionable revenue opportunities for business review and prioritization.

Partner with the Director, Revenue Strategy & Analytics to:

• Build predictive revenue and customer behavior models.
• Develop advanced customer segmentation frameworks.
• Improve forecasting accuracy through predictive analytics.
• Identify leading indicators of churn, retention, growth, and customer health.
• Analyze pricing effectiveness and commercial performance.
• Deliver executive insights that support revenue planning and strategic decision-making.
• Transform descriptive reporting into predictive and prescriptive analytics.
• Primary Outcome: Enable Revenue Strategy & Analytics to identify, validate, quantify, and prioritize revenue opportunities through data-driven customer intelligence.

Partner with the Director, Revenue Growth Programs to:

• Translate identified opportunities into executable growth initiatives.
• Prioritize opportunities based on expected revenue impact and likelihood of success.
• Develop business cases supporting strategic investments and growth programs.
• Measure initiative effectiveness and return on investment.
• Monitor execution outcomes and feed learnings back into opportunity identification models.
• Create closed-loop reporting between opportunity identification and program execution.
• Primary Outcome: Deliver a continuously refreshed inventory of high-value growth opportunities ready for implementation across the business.

Partner with the Director, Renewal Operations & Commercial Optimization to:

• Develop predictive customer retention and churn models.
• Build renewal risk identification frameworks.
• Support pricing optimization and renewal strategy initiatives.
• Create AI-assisted renewal prioritization and recommendatio