Customer Retention Specialist - Italian

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: Berlin, Germany

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

- You are fluent in Italian and English

- 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 automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 20,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.

What You'll Love

Grow personally and professionally with one of the fastest growing companies

Enjoy your lunch covered by NinjaOne 3 times/week at the office

Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more)

Develop your skills through our renowned training platform

Receive competitive compensation

Collaborate with a curious, kind, international and intercultural workforce

Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz (close to all transit)

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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