Senior Director, Customer Success
Posted
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.
- 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.
- 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 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