Senior Director, Customer Success

Infor Inc.; Atlanta (GA); On-site; USD 180,000 - 240,000; Full time

Job summary

Infor Inc. in Atlanta is seeking a Senior Director of Customer Success to lead a team of 8+ Customer Success Executives.

You will drive retention and expansion by ensuring adoption of high-value features and orchestrating cross-functional initiatives across Sales, Finance, Services, Support, Product, and executive leadership. The role requires mentoring, operational discipline, forecasting rigor, and deep customer relationship management to achieve predictable renewal outcomes and cloud/AI

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

Responsibilities

• 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.

Skills

Customer Success

Account Management

Leadership

Forecasting

AI in CS

Job description

Senior Director, Customer Success

Department: SaaS

Employment Type: Full Time

Location: Atlanta

Description

The Senior Director of Customer Success is responsible for leading a team of 8+ Customer Success Executives, supporting our Service Industry sector, including our Healthcare customers. 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.

Preferred Qualifications:

• 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.

Location: Atlanta GA, Dallas TX