[Remote] Retention Operations Program Execution Manager
Note: The job is a remote job and is open to candidates in USA. Infor is a global provider of business cloud software products for industry-specific markets. The Senior Manager, Retention Program Execution drives customer adoption and retention initiatives through scalable processes, disciplined execution, and cross-functional coordination across the Customer Success organization. The role supports customer health, renewals, forecasting, and long-term customer value using Salesforce and Gainsight data.
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
Benefits
- Fully remote work arrangement
Company Overview
Company H1B Sponsorship