New

Senior Director, Retention Program (Customer Success & Exper

Infor
United States, Georgia, Atlanta
Mar 09, 2026
The Senior Director, Retention Program is a strategic leader responsible for driving customer retention and ensuring customers realize meaningful value throughout their lifecycle. This role partners closely with global Customer Success & Experience executives and crossfunctional leaders to build the systems, insights, and operating rhythms that strengthen adoption, accelerate activation, and create predictable renewal outcomes. The ideal candidate brings a datadriven mindset, an AIfirst approach to tooling, and the ability to influence across a complex, matrixed organization. A Day in the Life This role typically includes: Supporting the development of an enterprisewide retention strategy, including the vision, operating model, and roadmap that connect customer adoption, value realization, and renewal outcomes. Defining how retention success is measured by establishing clear KPIs, success metrics, and governance frameworks that drive accountability and predictable performance across global teams. Owning gross retention program execution, including proactive save motions, riskmitigation workflows, and renewal readiness, with early and consistent visibility into customer risk. Leading disciplined, bottomsup forecasting in partnership with Customer Success and Strategic Renewals, applying structured methodologies (e.g., MEDDICC/MEDDPICC) at scale. Aggregating and synthesizing atrisk signals and translating forecast data into clear insights, prioritized opportunities, and business cases that inform strategic improvements and investment decisions. Delivering actionable retention insights such as customer health scoring, renewal forecasting, churn analysis, and executivelevel trend readouts. Scaling impact through modern tooling and playbooks, leveraging AIfirst approaches, automation, and optimized coverage models to reduce churn risk and improve operational efficiency. Basic Qualifications Experience leading retention, customer success operations, or customer experience strategy in a cloud, SaaS, or ERP environment. Demonstrated success improving GRR/NRR and customer satisfaction through scalable programs, health scoring, forecasting, and riskmitigation frameworks. Proven ability to influence and collaborate across global, matrixed organizations and build effective executivelevel relationships. Experience evaluating complex customer and operational scenarios with a holistic, systemslevel mindset. Strategic program management experience in highgrowth or transformation environments. Preferred Qualifications Experience creating, analyzing, and managing retention or customer success programs. Proficiency with customer success platforms and analytics tools. Experience presenting to executive audiences, boards, or crossfunctional leadership groups. Background in designing customer health models, value frameworks, adoption analytics, or coverage models. Familiarity with AIdriven automation, workflow optimization, or customerfacing tooling enhancements. 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 systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. For more information visit www.infor.com Our Values At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees. Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. 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