Customer Success Retention Manager

The Customer Success Retention Manager will lead the execution of scalable data-driven risk management & retention motion for mid-tier, SMB and long-tail customer segments as part of Infor's CSX (Customer Success & Experience) Hub team. This role directly supports the team's vision of building a scaled customer success engine, delivering seamless, digital-first, pooled and human assisted journeys, powered by an integrated global team, data-driven retention engagement that drive measurable customer and business outcomes.

This strategic, hands-on role will focus on leveraging proactive and predictive motions to manage risk, strengthen engagement, and measurably improve retention and renewal outcomes. The role will drive accountability for customer risk management and retention execution, proactively exploring early risk drivers, and executing targeted retention strategies.

A Day in the Life Typically Includes:

• Execute and evolve a scaled & pooled customer success retention motion delivering proactive engagement across a high-volume customer base.
• Build and lead customer risk & retention practice, leveraging GenAI-enabled early warning insights to proactively manage and mitigate revenue at risk ensuring a healthy renewal.
• Develop, deploy, and track defensive retention motions for at-risk customers, measuring impact through customers de-risked and renewed vs. churned, revenue saved, product attrition reduction, and improved forecast accuracy.
• Identify highest-impact sub-segments through revenue-risk and churn analysis and prioritize targeted defensive actions.
• Ensure disciplined execution of risk management plays (structured check-ins, executive stakeholder engagement, cross-functional escalation governance).
• Deliver proactive, personalized engagement, as needed, at key lifecycle moments to accelerate renewals and expansion.
• Continuously refine retention playbooks, automation triggers, and engagement models based on performance data.
• Develop CSMs, driving accountability, coaching, and measurable retention performance.
• Partner cross-functionally (Sales, Product, Support, GPS, Ecosystem, Subscription Services) to mitigate risk, manage escalations, and protect renewals.

Basic Qualifications:

• Experience in Customer Success, Account Management, Renewals, or related post-sales roles such as Professional Services, Customer Support, or Managed Services.
• Experience scaling digital or pooled success models, ideally within global B2B SaaS organizations.
• Experience leading a team.
• Experience driving retention, product adoption, and expansion across high-volume customer segments.
• Experience leveraging automation, AI, and data insights to drive proactive customer engagement.
• Analytical experience with forecasting and revenue risk visibility.
• Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future.

Preferred Qualifications:

• Bachelor's degree or MBA in Business, Technology, or related discipline preferred.
• Certifications in Customer Success, Program Management (e.g., PMP), or enterprise platforms (e.g., Salesforce, etc.).
• Experience operationalizing predictive churn or early warning systems.
• Technical aptitude and experience working in teams focused on onboarding, implementation, adoption, support, or product integration.
• Experience building structured retention governance models and scalable engagement playbooks.
• Familiarity with customer success platforms and analytics tools (e.g., Gainsight).