[Remote] Retention Operations Program Execution Manager
Note: The job is a remote job and is open to candidates in USA. Infor is a global leader in business cloud software products for companies in industry-specific markets, helping more than 60,000 organizations drive digital transformation. The Senior Manager, Retention Program Execution will translate retention strategies into scalable processes, manage customer adoption and retention initiatives, coordinate cross-functional delivery, and drive consistent execution across the Customer Success organization.
Responsibilities
- Execute adoption and retention initiatives—including Save‑Play motions, SLAs, and RACIs—defined by the retention program leader, ensuring consistent follow‑through across the Customer Success organization
- Develop, document, and maintain scalable execution processes that support customer adoption, renewal readiness, and retention across the full customer lifecycle
- Own execution of core customer cadences, such as risk reviews, bottoms‑up and long‑term forecasting, renewal pipeline calls, and Quarterly Business Reviews (QBRs)
- Project‑manage retention‑related initiatives by coordinating timelines, owners, dependencies, and deliverables across Customer Success, Sales, Support, and Services
- Coordinate day‑to‑day execution of retention processes across coverage tiers, ensuring consistency, accountability, and strong operational discipline
- Partner with Customer Success Managers and leaders to surface customer risks, track action plans, and drive timely completion of mitigation activities
- Leverage Gainsight and Salesforce data to support proactive retention execution and renewal readiness, while providing structured feedback on execution gaps and process improvements to drive continuous improvement
Skills
- Experience in Customer Success or Customer Experience roles within a SaaS or enterprise software environment
- Demonstrated experience executing retention or adoption initiatives with accountability for delivery
- Strong project management skills with the ability to manage multiple initiatives simultaneously
- Experience supporting forecasting, renewal readiness, and QBR execution
- Hands-on experience with Salesforce CRM and customer success platforms such as Gainsight
- Experience in Customer Success Operations, Program Management, or Customer Experience roles
- Experience operating across multiple Customer Success coverage models
Company Overview
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