Global Manager, Customer Retention Programs (SaaS)

TL;DR

Global Manager, Customer Retention Programs (SaaS): Leading and scaling global customer retention and collections functions with an accent on subscription renewal lifecycles and financial outcomes. Focus on driving renewal rates, reducing churn, and optimizing Days Sales Outstanding (DSO) through cross-functional alignment.

Location: Hybrid Remote (Tampa, FL) — Must be based in the US (office attendance 4+ times per week required)

Company

hirify.global provides a Unified IT Operations Platform for endpoint management, autonomous patching, backup, and remote access.

What you will do

• Lead and develop a global team of Customer Retention Specialists, establishing high-accountability performance standards.
• Own global KPIs including renewal rates, churn metrics, cash collections performance, and DSO targets.
• Act as the primary conduit between Customer Success and Billing/Finance to ensure invoicing accuracy and contract alignment.
• Standardize and optimize retention and collections processes across different regions for operational scalability.
• Implement proactive renewal programs, including 90+ day outreach cadences and churn prevention frameworks.
• Provide executive-level reporting and forecasting on renewal performance, churn risk, and collections health.

Requirements

• Proven experience leading multi-region or global teams in customer retention, renewals, collections, or revenue operations.
• Strong ability to operate cross-functionally between customer-facing teams and finance/billing organizations.
• Demonstrated track record of driving measurable improvements in renewal rates and churn reduction.
• Advanced analytical and financial acumen with experience in renewal forecasts and aging reports.
• Proficiency with CRM and financial systems (Salesforce and/or NetSuite preferred) and advanced Excel skills.
• Fluent in English; this position is not eligible for Visa sponsorship.

Culture & Benefits

• Hybrid remote work model with a collaborative and curious community.
• Comprehensive benefits package including medical, dental, and vision insurance.
• 401(k) plan to support financial future.
• Unlimited PTO to prioritize work-life balance.
• Opportunities for professional growth and advancement within the company.