Customer Retention Manager

Customer Retention Manager

Infor is hiring a Customer Retention Manager to lead the Customer Retention Services (CRS) team in triaging and resolving SaaS customer escalations, improving satisfaction, reducing attrition, and retaining revenue through escalation management and customer success initiatives.

A day in the life typically looks like:

• Triage and assess all incoming customer escalations for size and severity.
• Match escalations to the appropriate resolution teams and coordinate resources.
• Communicate with C‑level executives and manage highly escalated customer situations.
• Drive short‑term escalation resolution projects with defined scope and timelines.
• Lead cross‑functional teams to resolve critical escalations and provide regular progress updates.
• Perform root cause analysis (RCA) and document lessons learned for continuous improvement.
• Review health metrics to proactively identify and resolve customer issues before renewal.

Basic Qualifications:

• Experience in a service or support role within software or high‑tech industry.
• Customer service experience.
• Experience working in a cloud environment.
• Ability to build rapport with C‑suite customer executives.
• Project planning, organizational, and systems integration skills.

Preferred Qualifications:

• Familiarity with SaaS customer success and escalation management processes.
• Experience in multi‑time zone collaboration and matrix management environments.
• Combination of leadership development, business analysis, or solution architecture skills.
• Degree in Computer Science or relevant Professional Services experience.

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. Infor is a global leader in business cloud software products for companies in industry‑specific markets, building complete industry suites in the cloud and efficiently deploying technology that prioritizes user experience, 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.

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 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 following the directions located in the FAQ section.