Director, Customer Success

About the role

The Director of Customer Success is responsible for leading a team of 6–8 Customer Success Executives (CSEs), supporting clients in Discrete Manufacturing: Industrial, Automotive, Aerospace & Defense and Construction & Engineering. This role drives customer retention and expansion by ensuring adoption of high-value features and modules that help customers achieve their desired outcomes. The 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.

Responsibilities

• 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), 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 customer success needs, speed up analysis, and achieve 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.

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.

For more information visit www.infor.com

Our Values

At Infor, we strive for an environment founded on 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.