Retention Operations Program Execution Manager

About the role

The Senior Manager, Retention Program Execution drives 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.

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.

Requirements

• 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.

Qualifications

• Basic qualifications include experience in Customer Success or Customer Experience roles, experience executing retention or adoption initiatives, strong project management skills, experience supporting forecasting, renewal readiness, and QBR execution, and hands-on experience with Salesforce CRM and customer success platforms such as Gainsight.

Skills

• Proactive problem-solving skills.
• Excellent communication and collaboration skills.
• Data analysis and interpretation skills.
• Ability to work independently and as part of a team.

Benefits

At Infor, you'll enjoy competitive compensation, comprehensive benefits, and a supportive work environment that fosters growth and innovation. We offer a range of benefits including health insurance, retirement plans, paid time off, and more.

Pay

Compensation is competitive and commensurate with experience.

Schedule

The position is full-time and is based in Atlanta, GA.