Director, AI-Powered Customer Retention & Growth

Bottomline; Portsmouth (NH); On-site; USD 150,000 - 190,000; Full time

Job summary

Bottomline is seeking a strategic, data-driven Director of Customer Retention & Growth to lead enterprise retention programs that protect revenue, improve customer health, and maximize ARR. You will partner with Customer Success, Sales, Marketing, Product, Strategy, and Digital teams to translate risk signals into proactive, scalable customer journeys.

This role requires 8+ years in Customer Success/Retention, proven program design, and comfort with AI-enabled risk scoring and analytics.

Qualifications

• 8+ years in Customer Success, retention, revenue operations, or lifecycle marketing within a recurring revenue business.
• Experience designing and scaling retention programs that deliver measurable outcomes.
• Experience leveraging health data, analytics, and insights to drive retention initiatives.

Responsibilities

• Develop enterprise-wide retention strategies to reduce churn and protect recurring revenue.
• Create retention playbooks, save motions, and intervention frameworks for at-risk segments.
• Define AI-powered risk identification and retention program requirements and actions.

Skills

Customer Success

Retention Strategy

Cross-functional Leadership

Data Analytics

AI in Retention

Strategic Thinking

Education

Bachelor's degree in related field

Tools

Salesforce

CRM platforms

Analytics tools

Job description

Bottomline is seeking a strategic, data-driven Director of Customer Retention & Growth to lead enterprise retention programs that protect revenue, improve customer health, and maximize ARR. You will partner with Customer Success, Sales, Marketing, Product, Strategy, and Digital teams to translate risk signals into proactive, scalable customer journeys.

This role requires 8+ years in Customer Success/Retention, proven program design, and comfort with AI-enabled risk scoring and analytics.