Senior Retention Program Execution Lead

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

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