Customer Retention Specialist

Jobtailor; Town of Florida (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

NinjaOne is seeking a detail-oriented collections specialist to own a portfolio of past-due accounts and drive payment recovery while preserving customer relationships.

You will maintain accurate Salesforce records, partner with Finance on disputes, and collaborate with Customer Success, Sales, and Finance to optimize renewals and reduce churn across a B2B SaaS environment.

Qualifications

• 1-3 years of experience in collections, accounts receivable, renewals, or customer success.
• Experience ideally in a B2B SaaS environment.
• Comfortable owning a full account portfolio with minimal day-to-day oversight.
• Strong consultative communication skills.
• Ability to navigate difficult payment conversations while preserving the customer relationship.
• Analytical mindset and ability to identify risk and prioritize accordingly.
• High level of organization and ability to manage competing priorities against SLA-driven targets.
• Experience with Salesforce preferred.
• Position is not eligible for Visa sponsorship.

Responsibilities

• Own and manage an assigned portfolio of past-due accounts.
• Drive outreach and payment recovery to reduce aging balances.
• Maintain accurate account records and activity logs in Salesforce.
• Partner with Finance to resolve billing disputes and invoice discrepancies.
• Manage renewal outcomes and identify at-risk contracts.
• Build plans to protect subscription revenue and reduce churn risk.
• Lead customer conversations addressing payment or contract concerns.
• Analyze account and usage trends to flag churn risk.
• Escalate strategic accounts appropriately.
• Collaborate with Customer Success, Sales, and Finance on account strategy and escalation paths.
• Support review of cancellation and non-payment requests.
• Track and report portfolio performance against KPIs, including recovery rate, time to contact, and renewal save rate.
• Maintain SLA-driven outreach and escalation cadences.
• Identify opportunities to improve collections and renewals efficiency and consistency.
• Perform other duties as needed.

Skills

Consultative communication

Analytical mindset

Organizational skills

Relationship management

Account management

Collections experience

Prioritization

Tools

Salesforce

Job description

• Own and manage an assigned portfolio of past-due accounts
• Drive outreach and payment recovery to reduce aging balances
• Maintain accurate account records and activity logs in Salesforce
• Partner with Finance to resolve billing disputes and invoice discrepancies
• Manage renewal outcomes and identify at-risk contracts
• Build plans to protect subscription revenue and reduce churn risk
• Lead customer conversations addressing payment or contract concerns
• Analyze account and usage trends to flag churn risk
• Escalate strategic accounts appropriately
• Collaborate with Customer Success, Sales, and Finance on account strategy and escalation paths
• Support review of cancellation and non-payment requests
• Track and report portfolio performance against KPIs, including recovery rate, time to contact, and renewal save rate
• Maintain SLA-driven outreach and escalation cadences
• Identify opportunities to improve collections and renewals efficiency and consistency
• Perform other duties as needed

Requirements

• 1-3 years of experience in collections, accounts receivable, renewals, or customer success
• Experience ideally in a B2B SaaS environment
• Comfortable owning a full account portfolio with minimal day-to-day oversight
• Strong consultative communication skills
• Ability to navigate difficult payment conversations while preserving the customer relationship
• Analytical mindset and ability to identify risk and prioritize accordingly
• High level of organization and ability to manage competing priorities against SLA-driven targets
• Experience with Salesforce preferred
• Must align with NinjaOne's values: Curiosity, Integrity, Kindness, Humility, and Innovation
• Position is not eligible for Visa sponsorship

Core Competencies

Demonstrates expertise in managing past-due accounts and driving payment recovery while maintaining strong customer relationships. Proficient in analyzing account trends and collaborating with cross-functional teams to enhance collections and renewals efficiency.

Highest-signal resume keywords

• Account Management
• Collections Experience
• Salesforce Proficiency
• Analytical Mindset
• Consultative Communication

Hard Skills

• Collections
• Accounts Receivable
• Renewals
• KPI Tracking
• Payment Recovery

Soft Skills

• Strong Communication
• Organizational Skills
• Relationship Management

Industry Keywords

• B2B SaaS
• Churn Risk
• Customer Success
• Billing Disputes

Tools & Technologies

• Salesforce