Director, Product - Customer Management

Job DetailsJob Location: Fort Collins, CO 80528Position Type: Full TimeSalary Range: $132,800.00 - $196,500.00 SalaryTravel Percentage: NegligibleJob Category: ProductBillGO 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 Matters  This 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 Do  Customer Management Product Strategy & Vision  Define and own the product strategy and roadmap for customer management capabilities across BGX   Translate business goals into scalable product solutions that enhance the customer experience   Identify new opportunities to improve utilization, retention, and the expansion of products & services to our customers   Go-To-Market Alignment  Partner with data and engineering teams to align product capabilities with GTM strategies   Ensure product readiness supports the customer experience to improve utilization, retention, and the expansion of products & services   Drive alignment between product delivery and external market needs and timelines   Product Development & Delivery  Collaborate with engineering to deliver high-impact customer experience features   Define clear requirements, success metrics, and prioritization frameworks   Balance speed, scalability, and technical feasibility in product decisions   Performance & Optimization  Define and monitor KPIs (net promoter score, retention rates, utilization rates, LTV, etc.)   Use data and experimentation to continuously improve customer management outcomes   Partner with analytics to ensure measurement frameworks support decision-making   Cross-Functional Leadership  Serve as the central point of alignment across product, engineering, marketing, and growth   Influence stakeholders and drive clarity on priorities and trade-offs   Build and mentor product team members as the function scales  What You Bring 8+ years of experience in product management, with a focus on customer management   Proven track record of delivering products & experiences that optimize the customer management experience, especially within digital platforms  Experience defining product strategy and leading roadmap execution  Strong analytical and problem-solving skills  Deep understanding of customer lifecycle metrics (activation, retention, churn, engagement)  Experience with cohort analysis and segmentation  Ability 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 teams     Preferred  Experience in fintech, payments, banking, or lending  Experience with customer experience mapping  Experience with process engineering frameworks (LEAN, Six Sigma, etc.)     Compensation  We offer a competitive compensation package, including:  Base salary Performance incentive  Equity opportunities  Comprehensive health, retirement, and lifestyle benefits  This role is about more than compensation, it’s about the opportunity to transform how small businesses thrive in the digital economy.