Director, Customer Retention and Growth
Core
Design, execute, and optimize enterprise retention programs to reduce churn, protect recurring revenue, and drive long-term customer value using data and AI.
Role type
Director, Customer Retention & Growth
Builds
Enterprise-wide retention strategies, scalable customer journeys, and intervention frameworks for at-risk segments.
Domain
Fintech / Business Payments / SaaS
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Strategic thinking, data-driven decision making, program development, cross-functional leadership, stakeholder management, AI and automation mindset, customer-centric problem solving, operational excellence, continuous improvement, innovation
Preferred skills
Salesforce/CRM expertise, customer health scoring, retention analytics, marketing automation, customer journey design, AI-enabled engagement, predictive analytics, customer risk technologies, SaaS/fintech/banking background
Technologies
Salesforce, AI-powered risk intelligence, performance dashboards
Responsibilities
Develop and evolve enterprise-wide retention strategies; Build and maintain retention playbooks and intervention frameworks; Define business requirements for AI-powered risk identification; Partner with Product/Digital to improve risk scoring and automated engagement; Collaborate with Sales, Marketing, and Finance to align on priorities; Establish KPIs and dashboards to evaluate program effectiveness.
Seniority
Director, strategic leadership with hands-on program execution
