Director, Customer Retention and 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

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:

We're looking for a strategic and data-driven Director of Customer Retention & Growth to lead the design, execution, and optimization of enterprise retention programs that protect revenue, improve customer outcomes, and drive long-term customer value.

In this highly visible leadership role, you'll develop and scale retention strategies across our customer portfolio, leveraging customer insights, AI-powered risk intelligence, and cross-functional partnerships to reduce churn, improve customer health, and maximize recurring revenue.

You'll work closely 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.

What You'll Do:

• 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.

Lead AI-Driven Customer Retention Initiatives

• 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.

Partner Across the Business

• 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.

Measure and Optimize Performance

• 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.

What Success Looks Like:

• Increased gross and net revenue retention
• Reduced customer churn and down-sell activity
• Improved customer health and product adoption
• Measurable ARR protection and recovery
• Scalable retention programs with strong field adoption
• Effective use of AI and automation to identify and mitigate customer risk

How you'll make an impact:

• 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.

Preferred Experience:

• 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.
• Strategic thinking and customer-centric problem solving
• Program development and operational excellence
• Cross-functional collaboration and influence
• Executive communication and stakeholder management
• AI and automation mindset
• Continuous improvement and innovation

We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.