Manage CRM Customer Journey & Retention strategies for Nordic leisure travel company, optimizing customer experiences and loyalty through data - driven insights and collaboration.
About the role
- Global Manager leading customer retention programs for NinjaOne responsible for team oversight and strategy. Driving performance metrics across regions while ensuring customer satisfaction and financial outcomes.
Responsibilities
- 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
- 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
- Medical, dental, and vision insurance
- 401(k) plan
- Unlimited PTO
- Opportunities for growth and advancement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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