Global Billing Operations (Collections) Manager

The Opportunity:

Grafana Lab’s Order to Cash team is hiring for a Collections Manager to optimize the end-to-end collections process. The role will have significant business impact driving timely cash receipts, minimizing bad debt, and supporting strong customer relationships. This role partners closely with Sales, Finance, and Legal while owning the full accounts receivable aging and leading collections strategy.

This position is ideal for a systems-minded operator who works smarter to free up time and focus on the work that matters most, has a passion for automation, and is eager to scale collections processes in a growing SaaS environment. 

This is an individual contributor (IC) role reporting directly to the Sr. Manager, Financial Operations.

What You’ll Be Doing:

• Own the end-to-end collections process for the entire AR aging, driving timely resolution of past-due balances through proactive outreach and negotiation

• Manage collections through a case management system, owning assigned tickets, queues, and collections escalations end to end

• Evolve and enhance collections strategies aligned with company policies, customer segmentation, and risk profiles

• Analyze AR aging, payment trends, consumption patterns, and dispute data to identify risk, prioritize actions, and improve cash flow

• Resolve billing disputes by coordinating with Billing, Sales, and other internal teams

• Lead and resolve complex collections escalations, applying sound judgment and risk mitigation principles

• Own the downgrade and bad debt write-off process, ensuring proper review, documentation, and approvals

• Spearhead continuous improvement initiatives be leveraging AI specifically in process documentation, automation, and tooling enhancements to scale the business

• Build systems and workflows that reduce manual effort and enable efficient, repeatable collections operations

• Provide insights and recommendations to leadership on AR health, customer risk, and process efficiency

• Support month-end and quarter-end close activities related to accounts receivable 

• Own Collections Cash forecasting and working closely with Finance & Strategy team to align company cash targets 

• Collaboration and mentorship with junior team members across Order to Cash. Reduced past-due AR and improved DSO

• Scalable, well-documented, and automated collections practices

What Makes You a Great Fit:

• 5+ years of experience in B2B collections, accounts receivable, or Order-to-Cash roles

• Strong understanding of AR processes, billing systems, and dispute management

• Experience supporting SaaS businesses, including consumption or usage-based pricing models

• Experience managing collections for cloud marketplaces (AWS, GCP, Azure) strongly preferred

• Proven ability to manage complex customer relationships and sensitive financial conversations

• Analytical, risk-aware mindset with experience using data to prioritize work and influence outcomes

• Strong systems mindset with a passion for automation and scalable process design

• Comfortable working cross-functionally in a fast-paced, scaling environment

• Excellent written and verbal communication skills

• Experience with ERP and AR systems (e.g., NetSuite) preferred

• Experience enhancing ticketing systems (Zendesk preferred) 

• Experience with Salesforce 

What You’ll Bring to the Role:

• Advanced collections and negotiation skills

• Strong judgment and decision-making skills

• Ability to influence

• Company- and cash-first mindset

• Customer-centric mindset balanced with financial rigor

• High attention to detail and strong ownership mentality

• Continuous improvement orientation

• Mentorship mindset, with a willingness to coach and share best practices

• Strong partnerships with internal stakeholders

Compensation & Rewards:

In the United States, the Base compensation range for this role is $88,000 - $106,000. Actual compensation may vary based on level, experience, and skillset as assessed throughout the interview process. All of our roles include Restricted Stock Units (RSUs), giving every team member ownership in Grafana Labs' success. We believe in shared outcomes—RSUs help us stay aligned and invested as we scale globally.