Customer Retention Manager

General information

Country United States State Texas City Dallas Job ID 47230 Department SaaS Experience Level MID_SENIOR_LEVEL Employment Status FULL_TIME Workplace Type Hybrid

Description & Requirements

Infor is hiring a Customer Retention Manager to lead the Customer Retention Services (CRS) team to triage and resolve SaaS customer escalations, improve satisfaction, reduce attrition, and retain 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. 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 syst