Global Billing Operations Collections Manager

About Grafana Labs

Grafana Labs is a remote-first, open-source powerhouse, boasting over 20 million users globally for its open-source visualization tool, Grafana. Our dashboards are recognized everywhere from NASA launches to major sporting events. We also empower over 3,000 companies, including industry giants like Bloomberg and JPMorgan Chase, to manage their observability strategies with the Grafana LGTM Stack. This stack can be run fully managed with Grafana Cloud or self-managed with Grafana Enterprise Stack, offering scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

We are rapidly scaling while preserving our distinct identity: an open-source legacy, a global collaborative culture, and a passion for impactful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust are foundational. We encourage applications even if you don't meet every single requirement; this could be a truly career-defining opportunity.

The Opportunity

Grafana Labs' Order to Cash team is seeking a Global Billing Operations Collections Manager to optimize the entire end-to-end collections process. This role will have a significant business impact by driving timely cash receipts, minimizing bad debt, and fostering strong customer relationships. You will partner closely with Sales, Finance, and Legal, while owning the full accounts receivable aging and leading the collections strategy.

This position is ideal for a systems-minded operator who prioritizes efficiency, has a passion for automation, and is eager to scale collections processes within 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 by 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 work closely with the 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.

Key skills/competency

• B2B Collections
• Accounts Receivable (AR)
• Order-to-Cash
• SaaS Billing
• Dispute Management
• Automation
• AI in Finance
• NetSuite
• Salesforce
• Zendesk
• Financial Analysis
• Cash Flow Management
• Negotiation Skills
• Cross-functional Collaboration
• Process Improvement