Director, Customer Success

Department:
SaaS
Location:
Atlanta
Description
The Director of Customer Success is responsible for leading a team of 8 Customer Success Executives (CSEs), supporting our healthcare clients. This role drives customer retention & expansion, by ensuring adoption of high-value features and modules that drive to the outcomes that the customer is aiming to achieve.
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. The role requires strong mentoring, operational discipline, executive presence, forecasting rigor, and deep customer relationship management capabilities.
A Typical Day In The Life Includes

• 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.

Basic Qualifications

• 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 on CS needs, speed up analysis and achievement of customer outcomes
• Experience with renewal forecasting, customer retention strategies, and executive stakeholder management.
• 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 on CS needs, speed up analysis and achievement of customer outcomes
• Experience with renewal forecasting, customer retention strategies, and executive stakeholder management.

Location:

Atlanta GA, Dallas TX
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
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Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.
We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
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.