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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
Preferred Qualifications:
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Infor
Jul 06, 2026