Global Manager, Customer Retention Programs

NinjaOne

. Lead, coach, and develop a global team of Customer Retention Specialists, establishing clear performance expectations and fostering a high-accountability culture .

Posted 4/21/2026full-timeAustin • Florida, Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.

Benefits

Comp & perks

Medical, dental, and vision insurance
401(k) plan
Unlimited PTO
Opportunities for growth and advancement

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer retentionrenewalscollectionsaccounts receivablerevenue operationsprogram managementanalytical skillsfinancial acumennegotiation skillsperformance metrics

Soft Skills

leadershipinfluencecommunicationcross-functional collaborationintegritydiscretionproblem-solvingcoachingcapacity planningresource allocation