Director, Customer Success

Director of Customer Success

The Director of Customer Success leads a team of eight Customer Success Executives (CSEs) who support clients in Process Manufacturing, Distribution, and Fashion / Retail industries. The role focuses on customer retention and expansion by ensuring adoption of high‑value features and modules that help customers achieve their desired outcomes. This position partners cross‑functionally with Sales, Finance, Services, Support, Product, and Infor SLT/ELT to drive predictable renewal outcomes, customer success planning, expansion opportunity identification, and cloud & AI transformation initiatives.

Location:

Atlanta, GA.

• Coach and develop a team of Customer Success Executives (CSEs) focused on customer retention, expansion opportunity identification, forecasting accuracy, and customer value realization.
• Drive consistent execution of customer success methodologies, including Success Plans, Executive Business Reviews (EBRs), book‑of‑business inspection methodologies, renewal forecasting, account planning, and risk mitigation strategies.
• Partner with Sales, Finance, Professional Services, Support, Product, and Solution Consulting teams to resolve customer risks, accelerate adoption, identify expansion opportunities, and improve customer business outcomes.

• Experience in Customer Success & Account Management with Strategic / Enterprise accounts.
• Experience leading or managing customer‑facing teams in an account management practice.
• Day‑to‑day experience using AI to advance CS needs, speed up analysis, and achieve customer outcomes.
• Experience with renewal forecasting, customer retention strategies, and executive stakeholder management.

• Experience with enterprise ERP platforms such as Infor, Oracle, SAP, or Workday.
• Experience working with agentic‑AI companies preferred.
• Understanding of customer lifecycle management, renewal operations, and expansion opportunity development.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.

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