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About the Role
NinjaOne is seeking a Renewal & Collections Specialist to join the Global Customer Retention team, supporting North America. This role bridges Finance and Customer Success, managing an assigned portfolio for collections and renewals. Key responsibilities include proactively managing past-due balances, securing revenue at renewal, and resolving billing issues to minimize churn.
Responsibilities
- Own and manage an assigned portfolio of past-due accounts, driving outreach and payment recovery to reduce aging balances.
- Maintain accurate account records and activity logs in Salesforce.
- Partner with Finance to resolve billing disputes and invoice discrepancies.
- Manage renewal outcomes for accounts, identifying at-risk contracts and developing plans to protect revenue.
- Lead customer conversations addressing payment or contract concerns, balancing collections urgency with customer experience.
- Analyze account and usage trends to flag churn risk and escalate strategic accounts.
- Collaborate with Customer Success, Sales, and Finance on account strategy and escalation paths.
- Act as a liaison between Finance and Customer Success for consistent handling of past-due and at-risk accounts.
- Support review of cancellation and non-payment requests.
- Track and report portfolio performance against team KPIs.
- Maintain disciplined, SLA-driven cadences for outreach and escalation.
- Identify opportunities to improve the efficiency and consistency of the collections and renewals process.
- Perform other duties as needed.
Requirements
- 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 ability to manage competing priorities against SLA-driven targets.
- Experience with Salesforce preferred.
- Aligns with NinjaOne's values: Curiosity, Integrity, Kindness, Humility, Innovation.
- Committed to reinforcing and growing the company mindset on the team.
- This position is NOT eligible for Visa sponsorship.
Skills
- Collections
- Accounts Receivable
- Renewals
- Customer Success
- B2B SaaS
- Salesforce
- Communication
- Analytical skills
- Organization
- Prioritization
Location
- Hybrid remote in Tampa, FL
- Hybrid remote in Austin, TX
Work Type
- Hybrid remote
- Full-time
Experience Level
- 1-3 years
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) plan
- Unlimited PTO
- Opportunity for growth and advancement
About the Company
- 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.
Equal Opportunity
- 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.