Director, AI-Driven Customer Retention & Growth

Bottomline Technologies, Inc.

Portsmouth, Northern (NH, KY)

Hybrid

USD 140,000 - 190,000

Full time

5 days ago

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Job summary

Bottomline Technologies, Inc. is seeking a Director of Customer Retention & Growth to lead enterprise retention programs that protect revenue, improve customer outcomes, and maximize recurring revenue.

In this leadership role you’ll design and scale strategies across Customer Success, Sales, Marketing, Product, Strategy, and Digital to reduce churn and elevate customer health. You’ll build retention playbooks, AI-powered risk scoring, and proactive journeys, with KPIs and dashboards to show ARR

Qualifications

8+ years of experience in Customer Success, Revenue Operations, or a related field in a recurring revenue business.
Proven success designing, launching, and scaling retention programs that deliver measurable business outcomes.
Experience using customer health data, behavioral analytics, and business insights to drive retention initiatives.

Responsibilities

Develop and evolve enterprise-wide retention strategies to reduce churn and protect recurring revenue.
Create retention playbooks, customer save motions, and intervention frameworks for at‑risk segments.
Define business requirements for AI-powered customer risk identification and retention programs.
Collaborate with cross-functional teams to align on retention priorities and execution plans.