Director, Customer Lifecycle Optimization

Job title: Director, Customer Lifecycle & Optimization

Reports to: VP, Business Optimization  

Department: Product Strategy

Location: Alpharetta, GA/Remote 

Grade: 19

About Priority: 

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

We are seeking a strategic and results-driven Director, Customer Lifecycle Optimization to lead retention strategy and Voice of Customer (VOC) across our acquiring portfolio. This role is a core pillar of the revenue organization, focused on protecting and expanding customer value by reducing attrition, improving experience, and operationalizing customer feedback.

Sitting alongside Product Strategy, Revenue Operations, and Lifecycle Marketing, this role owns the “Protect & Expand” motion ensuring we not only acquire customers, but keep and grow them.

Responsibilities: 

Retention & Loyalty Strategy (Protect)

• Own end-to-end retention strategy across merchants and partners. 

• Identify churn drivers and implement targeted mitigation plans. 

• Develop segmentation strategies across SMB, enterprise, and partner portfolios.

• Lead save and win-back programs tied to measurable revenue impact. 

Voice of Customer (VOC) & Insights

• Build and scale a centralized VOC program across all touchpoints. 

• Aggregate feedback from support, product, sales, and partner channels. 

• Translate insights into prioritized actions with clear ownership. 

• Partner with BI to deliver dashboards on sentiment, churn risk, and experience trends. 

Lifecycle & Expansion Alignment (Grow)

• Partner with Lifecycle Marketing to drive engagement and adoption campaigns. 

• Identify cross-sell and expansion opportunities within existing portfolios. 

• Support product penetration strategies across partners and merchants. 

• Ensure retention and expansion motions are coordinated and measurable. 

Product & Operational Influence (Execute)

• Partner with Product Strategy to influence roadmap based on customer feedback. 

• Align with Customer Success and Support to improve service delivery and escalation handling. 

• Work with Sales and Partner teams to strengthen portfolio performance and retention accountability.

Data & Performance Management

• Own KPIs including churn, retention, LTV, and customer sentiment metrics. 

• Lead cohort and ROI analysis for retention and loyalty initiatives. 

• Enable proactive risk identification through data and predictive insights. 

• Ensure BI ownership of reporting infrastructure and ongoing enhancements. 

What Success Looks Like:

• Reduced merchant and partner attrition with clear ROI. 

• Increased customer lifetime value through retention and expansion. 

• Fully operational VOC program with closed-loop feedback execution. 

• Clear visibility into customer health and risk across the portfolio. 

• Strong alignment across Product, RevOps, Lifecycle Marketing, and Operations. 

• Retention established as a measurable, managed revenue lever. 

Candidate Requirements:

• 7-10+ years in retention, lifecycle marketing, customer success, or related fields. 

• Experience in payments, fintech, SaaS, or merchant acquiring preferred. 

• Strong analytical and strategic mindset with a bias for execution. 

• Proven ability to drive cross-functional alignment in complex organizations. 

• Experience building VOC programs and retention frameworks at scale. 

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: [Range]
We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs

• 401(k) match

• Employee Stock Purchase Program (ESPP)

• HSA and FSA options

• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage

• Mental health support for employees and dependents through Lyra Health

• Family planning and women’s health benefits through Carrot

• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement

• Leadership development programs

• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching.

• Requires the ability to lift 10 pounds.

• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.