Global Manager, Customer Retention Programs

Job description

About the Role We’re hiring a Global Manager, Customer Retention Programs to lead and scale our customer retention and collections function across regions. In this role, you will oversee a global team of Customer Retention Specialists responsible for managing the subscription renewal lifecycle and ensuring timely customer payments. You will drive strategy, operational consistency, and performance across retention and collections — balancing customer experience with strong financial outcomes.You’ll partner cross-functionally with global Sales, Customer Success, and Finance leadership to ensure contracts are renewed on time, billing issues are resolved efficiently, and cash flow objectives are consistently achieved worldwide.You will be accountable for global program performance, process standardization, escalation management, cross-functional alignment, and achieving key metrics such as renewal rate, gross and net revenue retention, churn reduction, and Days Sales Outstanding (DSO). Location – Tampa, FL Hybrid Remote – meaning in office 4+ times per week, typically Monday, Tuesday, Thursday, Friday (plus additional days as required) What You’ll Be Doing • Lead, coach, and develop a...