Retention Program Execution Manager
Department: SaaS
Employment Type: Full Time
Location: Atlanta
Description
Infor is seeking a Senior Manager, Retention Program Execution to drive customer adoption and retention initiatives with consistent, disciplined execution across the Customer Success organization. This role partners closely with Customer Success leadership and Retention Management & Operations to translate defined retention strategies into scalable processes, strong execution, and predictable outcomes.
The ideal candidate is a hands-on operator and executor who excels at building workflows, project-managing delivery, and driving follow-through across cross-functional teams to support customer health, renewals, and long-term value.
A Typical Day in the Life Includes:
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.
Basic Qualifications:
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.
Preferred Qualifications:
Experience in Customer Success Operations, Program Management, or Customer Experience roles.
Experience operating across multiple Customer Success coverage models.
