Customer Retention Specialist

Description

About the Role

As NinjaOne continues its remarkable growth journey, we are seeking a Customer Retention Specialist to join our Global Customer Retention team, supporting the North America region. This role sits between Finance and Customer Success, owning an assigned portfolio of accounts across the collections and renewals lifecycle. You will proactively manage past-due balances, protect subscription revenue at renewal, and partner with cross-functional teams to resolve billing issues and reduce churn risk.


Location: Hybrid remote in Tampa, FL or Austin, TX. In the office 3 days per week.


What You'll Be Doing

Portfolio & Collections Management:

• Own and manage an assigned portfolio of past-due accounts, proactively driving outreach and payment recovery to reduce aging balances.

• Maintain accurate account records and activity logs in Salesforce, ensuring clear visibility into portfolio status and progress.

• Partner with Finance to resolve billing disputes and invoice discrepancies quickly and accurately.

Renewals & Retention:

• Manage renewal outcomes for accounts in your portfolio, identifying at-risk contracts early and building plans to protect revenue.

• Lead customer conversations that address payment or contract concerns, balancing collections urgency with a strong customer experience.

• Analyze account and usage trends to flag churn risk and escalate strategic accounts appropriately.

Cross-Functional Partnership:

• Collaborate closely with Customer Success, Sales, and Finance to align on account strategy and escalation paths.

• Act as a connective layer between Finance and Customer Success so past-due and at-risk accounts are handled consistently and transparently.

• Support review of cancellation and non-payment requests, ensuring accounts are evaluated before final resolution.

Operational Excellence:

• Track and report portfolio performance against team KPIs, including recovery rate, time to contact, and renewal save rate.

• Maintain disciplined, SLA-driven cadences for outreach and escalation across your portfolio.

• Identify opportunities to improve the efficiency and consistency of the collections and renewals motion.

• Other duties as needed.

About You

• 1-3 years of experience in collections, accounts receivable, renewals, or customer success, ideally in a B2B SaaS environment.

• Comfortable owning a full account portfolio with minimal day-to-day oversight.

• Strong consultative communication skills, with the ability to navigate difficult payment conversations while preserving the customer relationship.

• Analytical mindset, able to identify risk and prioritize accordingly.

• High level of organization and the ability to manage competing priorities against SLA-driven targets.

• Experience with Salesforce preferred.

• You align with the demonstrated values that have made Ninja great: Curiosity, Integrity, Kindness, Humility, Innovation, and are committed to reinforcing and growing this mindset on your team

About Us

NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries.


The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.


What You'll Love

We are a collaborative, kind, and curious community.


We honor your flexibility needs with full-time work that is hybrid remote.


We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.


We help you prepare for your financial future with our 401(k) plan.


We prioritize your work-life balance with our unlimited PTO.


We reward your work with opportunity for growth and advancement.


Additional Information

This position is NOT eligible for Visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.

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