Director, Product - Customer Management

BillGO is seeking a Director of Product, Customer Management to define and drive the strategy for managing existing customers across the lifecycle (activation, retention, churn, engagement). This role is responsible for creating the business intent and product vision behind customer management capabilities, ensuring alignment between go-to-market execution and internal product and engineering delivery.You will lead the development of customer management experiences and platforms that enable scalable growth, partnering closely with marketing, engineering, data, and go-to-market teams. This role sits at the intersection of strategy, product innovation, and execution. This leader will drive the experience for existing customers, with a focus on increasing lifetime value, improvng retention, and broadening the products & services offered to customers.Why This Role MattersThis role is critical because it enhances BillGO’s customer experience with the product capabilities required to achieve them. By defining the strategy and ensuring alignment between go-to-market efforts and internal delivery, this role enables scalable, efficient customer experiences.Without this role, customer management efforts can become fragmented; with it, BillGO gains a unified, strategic approach that accelerates utilization, improves retention, and ensures the organization builds the right products & services to grow with our customers.What You’ll DoCustomer Management Product Strategy & VisionDefine and own the product strategy and roadmap for customer management capabilities across BGXTranslate business goals into scalable product solutions that enhance the customer experienceIdentify new opportunities to improve utilization, retention, and the expansion of products & services to our customersGo-To-Market AlignmentPartner with data and engineering teams to align product capabilities with GTM strategiesEnsure product readiness supports the customer experience to improve utilization, retention, and the expansion of products & servicesDrive alignment between product delivery and external market needs and timelinesProduct Development & DeliveryCollaborate with engineering to deliver high-impact customer experience featuresDefine clear requirements, success metrics, and prioritization frameworksBalance speed, scalability, and technical feasibility in product decisionsPerformance & OptimizationDefine and monitor KPIs (net promoter score, retention rates, utilization rates, LTV, etc.)Use data and experimentation to continuously improve customer management outcomesPartner with analytics to ensure measurement frameworks support decision-makingCross-Functional LeadershipServe as the central point of alignment across product, engineering, marketing, and growthInfluence stakeholders and drive clarity on priorities and trade-offsBuild and mentor product team members as the function scales8+ years of experience in product management, with a focus on customer managementProven track record of delivering products & experiences that optimize the customer management experience, especially within digital platformsExperience defining product strategy and leading roadmap executionStrong analytical and problem-solving skillsDeep understanding of customer lifecycle metrics (activation, retention, churn, engagement)Experience with cohort analysis and segmentationAbility to leverage AI tools (e.g., Claude, ChatGPT) as a force multiplier to improve speed, quality, and impact of work.Strong experience working cross-functionally with marketing, engineering, and data teamsPreferredExperience in fintech, payments, banking, or lendingExperience with customer experience mappingExperience with process engineering frameworks (LEAN, Six Sigma, etc.)CompensationWe offer a competitive compensation package, including:Base salaryPerformance incentiveEquity opportunitiesComprehensive health, retirement, and lifestyle benefitsThis role is about more than compensation, it’s about the opportunity to transform how small businesses thrive in the digital economy. #J-18808-Ljbffr