Director, Customer Retention and Growth (AI)

Location: Portsmouth, New Hampshire, United States

Company

Business payments and cash management company supporting organizations with payment and financial operations.

What you will do

• Develop and evolve enterprise-wide customer retention strategies to reduce churn and protect recurring revenue.
• Build retention playbooks, customer save motions, intervention frameworks, and targeted action plans for at-risk customers.
• Define business requirements for AI-powered customer risk identification, risk scoring, recommended actions, and automated engagement.
• Partner with Customer Success, Sales, Marketing, Product, Finance, Strategy, and Digital teams on retention, adoption, lifecycle marketing, and win-back programs.
• Enable customer-facing teams through training, communication frameworks, and operational best practices.
• Establish KPIs and dashboards to monitor retention trends, customer health, save rates, product adoption, and ARR 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 with measurable business outcomes.
• Experience using customer health data, behavioral analytics, and business insights to identify risk and drive retention initiatives.
• Strong cross-functional leadership, stakeholder management, executive communication, and strategic problem-solving skills.
• Data-driven decision-making, program development, operational excellence, and an AI and automation mindset.

Nice to have

• Experience with Salesforce or similar CRM platforms.
• Knowledge of customer health scoring, retention analytics, marketing automation, and customer journey design.
• Experience with AI-enabled customer engagement, predictive analytics, or customer risk technologies.
• Background in SaaS, fintech, payments, banking, or subscription-based business models.

Culture & Benefits

• Inclusive and open environment supporting talent at all career stages.
• Commitment to equal employment opportunity and supporting additional needs.
• Work focused on customer outcomes, growth, innovation, and measurable business impact.