Retention Operations Program Execution Manager

Infor; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Infor is seeking a Senior Manager, Retention Program Execution to lead adoption and retention initiatives, translating retention strategy into scalable, disciplined execution across the Customer Success organization. Based in Atlanta, this role partners with CS leadership to ensure predictable outcomes and long-term value for customers.

The ideal candidate excels at building workflows, project management, and driving follow-through across cross-functional teams to support health, renewals, and

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.

Responsibilities

• Execute adoption and retention initiatives 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, forecasting, renewal pipeline calls, and 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.

Skills

Customer Success Experience

Retention initiatives execution

Project management

Forecasting

Renewal readiness

QBR execution

Tools

Salesforce CRM

Gainsight

Job description

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.

Department:

SaaS

Location:

Atlanta

The ideal candidate is a hands-on operator and executor who excels at building workflows, project-manage 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.

About Infor

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.

For more information visit www.infor.com

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.

We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.

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