Global Manager, Customer Retention Programs
Description
About the Role
We’re hiring a Global Manager, Customer Retention Programs to lead and scale our customer retention and collections function across regions. In this role, you will oversee a global team of Customer Retention Specialists responsible for managing the subscription renewal lifecycle and ensuring timely customer payments. You will drive strategy, operational consistency, and performance across retention and collections — balancing customer experience with strong financial outcomes.
You’ll partner cross-functionally with global Sales, Customer Success, and Finance leadership to ensure contracts are renewed on time, billing issues are resolved efficiently, and cash flow objectives are consistently achieved worldwide.
You will be accountable for global program performance, process standardization, escalation management, cross-functional alignment, and achieving key metrics such as renewal rate, gross and net revenue retention, churn reduction, and Days Sales Outstanding (DSO).
Location – Tampa, FL Hybrid Remote – meaning in office 4+ times per week, typically Monday, Tuesday, Thursday, Friday (plus additional days as required)
What You’ll Be Doing
• Lead, coach, and develop a global team of Customer Retention Specialists, establishing clear performance expectations and fostering a high-accountability culture.
• Own global retention and collections KPIs, including renewal rates, churn metrics, cash collections performance, and DSO targets.
• Act as the primary conduit between the Customer Success organization and Billing/Finance, ensuring alignment on invoicing accuracy, contract terms, payment disputes, credits, and policy interpretation.
• Translate customer-facing concerns into actionable items for Billing/Finance while providing Customer Success with clear guidance on financial policies, renewal terms, and collections processes.
• Partner cross-functionally to resolve complex billing disputes, contract negotiations, renewal objections, or service-related concerns impacting retention and revenue realization.
• Standardize and optimize retention and collections processes across regions to ensure operational consistency and scalability.
• Oversee global accounts receivable trends (aging reports, regional payment behaviors, at-risk segments) and drive proactive mitigation strategies.
• Implement structured, proactive renewal programs including 90+ day outreach cadences, multi-year agreement initiatives, expansion alignment, and churn prevention frameworks.
• Collaborate with regional Sales and Customer Success leaders to align on renewal forecasting, account strategy, and revenue retention initiatives.
• Provide executive-level reporting and forecasting on renewal performance, churn risk, collections health, cross-functional friction points, and escalation trends.
• Lead capacity planning, resource allocation, and global coverage models to ensure balanced portfolio management across time zones.
• Own global retention and collections KPIs, including renewal rates, churn metrics, cash collections performance, and DSO targets.
• Act as the primary conduit between the Customer Success organization and Billing/Finance, ensuring alignment on invoicing accuracy, contract terms, payment disputes, credits, and policy interpretation.
• Translate customer-facing concerns into actionable items for Billing/Finance while providing Customer Success with clear guidance on financial policies, renewal terms, and collections processes.
• Partner cross-functionally to resolve complex billing disputes, contract negotiations, renewal objections, or service-related concerns impacting retention and revenue realization.
• Standardize and optimize retention and collections processes across regions to ensure operational consistency and scalability.
• Oversee global accounts receivable trends (aging reports, regional payment behaviors, at-risk segments) and drive proactive mitigation strategies.
• Implement structured, proactive renewal programs including 90+ day outreach cadences, multi-year agreement initiatives, expansion alignment, and churn prevention frameworks.
• Collaborate with regional Sales and Customer Success leaders to align on renewal forecasting, account strategy, and revenue retention initiatives.
• Provide executive-level reporting and forecasting on renewal performance, churn risk, collections health, cross-functional friction points, and escalation trends.
• Lead capacity planning, resource allocation, and global coverage models to ensure balanced portfolio management across time zones.
About You
• Proven experience leading multi-region or global teams in customer retention, renewals, collections, accounts receivable, or revenue operations.
• Strong ability to operate cross-functionally, particularly between customer-facing teams and finance/billing organizations.
• Demonstrated ability to drive measurable improvements in renewal rates, churn reduction, and DSO performance.
• Strong program management capability, with experience building scalable processes across distributed teams.
• Exceptional leadership presence with the ability to influence stakeholders and communicate effectively with senior leadership.
• Advanced analytical and financial acumen, with experience interpreting renewal forecasts, aging reports, revenue retention metrics, and performance dashboards.
• Strong negotiation and communication skills, capable of managing complex commercial discussions across diverse markets.
• High degree of integrity and discretion when handling confidential financial and contractual data.
• Proficiency with CRM and financial systems (Salesforce and/or NetSuite preferred), advanced Excel skills, and experience leveraging automation to scale retention and collections programs.
• Fluent in English; additional languages a plus.
• Strong ability to operate cross-functionally, particularly between customer-facing teams and finance/billing organizations.
• Demonstrated ability to drive measurable improvements in renewal rates, churn reduction, and DSO performance.
• Strong program management capability, with experience building scalable processes across distributed teams.
• Exceptional leadership presence with the ability to influence stakeholders and communicate effectively with senior leadership.
• Advanced analytical and financial acumen, with experience interpreting renewal forecasts, aging reports, revenue retention metrics, and performance dashboards.
• Strong negotiation and communication skills, capable of managing complex commercial discussions across diverse markets.
• High degree of integrity and discretion when handling confidential financial and contractual data.
• Proficiency with CRM and financial systems (Salesforce and/or NetSuite preferred), advanced Excel skills, and experience leveraging automation to scale retention and collections programs.
• Fluent in English; additional languages a plus.
About us
NinjaOne unifies IT to simplify work for more than 35,000 customers in 140+ countries.
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work.
NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.
What You’ll Love
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunities for growth and advancement.
Additional Information
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
#LI-SC1
#LI-Hybrid
#BI-Hybrid