Senior Director, Customer Success

Archer; Atlanta (GA); In loco; USD 180.000 - 240.000; Tempo pieno

Descrizione del lavoro

Archer is seeking a Senior Director of Customer Success to lead a team of 8+ Customer Success Executives and support the Service Industry sector, including healthcare customers. You will drive retention and expansion by ensuring adoption of high-value features and coordinating cross-functional initiatives with Sales, Finance, Services, Support, Product, and Infor leadership.

This role requires mentoring, forecasting rigor, and deep customer relationship management to deliver predictable renewal

Competenze

• 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.
• Experience with enterprise ERP platforms such as Infor, Oracle, SAP, or Workday.

Mansioni

• 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.

Conoscenze

Customer Success

Account Management

Executive stakeholder management

Renewal forecasting

Strategic / Enterprise accounts

Strumenti

Infor ERP

Oracle ERP

SAP ERP

Workday

Descrizione del lavoro

Archer is collaborating with Infor to connect them with exceptional professionals for this role.

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