New

Senior Manager, Retention Program Execution

Infor
United States, Georgia, Atlanta
Mar 14, 2026
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 Day in the Life Typically Includes: Execute adoption and retention initiatives-including SavePlay motions, SLAs, and RACIs-defined by the retention program leader, ensuring consistent followthrough 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, bottomsup and longterm forecasting, renewal pipeline calls, and Quarterly Business Reviews (QBRs). Projectmanage retentionrelated initiatives by coordinating timelines, owners, dependencies, and deliverables across Customer Success, Sales, Support, and Services. Coordinate daytoday 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. Fraud Awareness We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our guidelines and protect yourself from recruitment scams. Fraud Privacy Policy We value your privacy at Infor. You may access our privacy policy here. This employer uses E-Verify. Please visit this website for additional information. E-Verify Illinois: Click here, aqui, or tu.