Senior Director, Retention Program; Customer Success & Exper

The Senior Director, Retention Program is a strategic leader responsible for driving customer retention and ensuring customers realize meaningful value throughout their lifecycle. This role partners closely with global Customer Success & Experience executives and cross‑functional leaders to build the systems, insights, and operating rhythms that strengthen adoption, accelerate activation, and create predictable renewal outcomes.

The ideal candidate brings a data‑driven mindset, an AI‑first approach to tooling, and the ability to influence across a complex, matrixed organization.

This role typically includes:

• Supporting the development of an enterprise‑wide retention strategy, including the vision, operating model, and roadmap that connect customer adoption, value realization, and renewal outcomes.
• Defining how retention success is measured by establishing clear KPIs, success metrics, and governance frameworks that drive accountability and predictable performance across global teams.
• Owning gross retention program execution, including proactive save motions, risk‑mitigation workflows, and renewal readiness, with early and consistent visibility into customer risk.
• Leading disciplined, bottoms‑up forecasting in partnership with Customer Success and Strategic Renewals, applying structured methodologies (e.g., MEDDICC/MEDDPICC) at scale.
• Aggregating and synthesizing at‑risk signals and translating forecast data into clear insights, prioritized opportunities, and business cases that inform strategic improvements and investment decisions.
• Delivering actionable retention insights such as customer health scoring, renewal forecasting, churn analysis, and executive‑level trend readouts.
• Scaling impact through modern tooling and playbooks, leveraging AI‑first approaches, automation, and optimized coverage models to reduce churn risk and improve operational efficiency.

• Experience leading retention, customer success operations, or customer experience strategy in a cloud, SaaS, or ERP environment.
• Demonstrated success improving GRR/NRR and customer satisfaction through scalable programs, health scoring, forecasting, and risk‑mitigation frameworks.
• Proven ability to influence and collaborate across global, matrixed organizations and build effective executive‑level relationships.
• Experience evaluating complex customer and operational scenarios with a holistic, systems‑level mindset.
• Strategic program management experience in high‑growth or transformation environments.

• Experience creating, analyzing, and managing retention or customer success programs.
• Proficiency with customer success platforms and analytics tools.
• Experience presenting to executive audiences, boards, or cross‑functional leadership groups.
• Background in designing customer health models, value frameworks, adoption analytics, or coverage models.
• Familiarity with AI‑driven automation, workflow optimization, or customer‑facing tooling enhancements.

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.

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…