Senior Director, Customer Success

Infor; Atlanta (GA); On-site; USD 180,000 - 230,000; Full time

Job summary

Infor is seeking a Senior Director of Customer Success in Atlanta to lead a team of 8+ Customer Success Executives serving our Service Industry sector, including Healthcare. The role drives retention and expansion by ensuring customers realize value from high‑value features and modules.

You will partner across Sales, Finance, Pro Services, Support, Product and Solution Consulting to mitigate risk, accelerate adoption, and improve customer outcomes.

Qualifications

• Experience in Customer Success and Account Management with strategic/enterprise accounts.
• Experience leading or managing customer-facing teams in an account management practice.
• Experience using AI to advance CS needs and speed up analysis and outcomes.
• Experience with renewal forecasting, customer retention, and executive stakeholder management.

Responsibilities

• Coach and develop a team of Customer Success Executives focused on retention and expansion.
• Drive consistent use of CS methodologies, including EBRs, account planning, renewal forecasting, and risk mitigation.
• Partner with Sales, Finance, Professional Services, Support, Product, and Solution Consulting to resolve risks and drive adoption.

Skills

Customer Success

Account Management

Strategic/Enterprise Accounts

Team Leadership

AI in CS

Renewal Forecasting

Executive Stakeholder Management

Job description

Description

The Senior Director of Customer Success is responsible for leading a team of 8+ Customer Success Executives, supporting our Service Industry sector including Healthcare customers. This role drives customer retention and expansion by ensuring adoption of high‑value features and modules that deliver the outcomes the customer is aiming to achieve.

Typical Day In The Life

• Coach and develop a team of Customer Success Executives 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), account planning, renewal forecasting, 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 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 (and Dallas, TX)

Equal Opportunity Employer

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment and do not discriminate on the basis of 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 during the application or selection processes, please submit a request.