Customer Success Manager
Customer Success Manager - CSX Hub
Reports to: VP, CSX (Customer Success & Experience) Hub
Level: Individual Contributor
The Customer Success Manager (CSM) will drive customer engagement within a scalable, data-driven customer success motion for mid-tier, SMB, and long-tail segments as part of Infor’s CSX (Customer Success & Experience) Hub team. This role directly supports the team’s vision of building a scaled customer success engine, delivering seamless, digital-first, guided, and human assisted journeys, powered by an integrated global team, data-driven engagement that drive measurable customer and business outcomes.
This strategic, technical, hands-on customer facing role combines guided 1:1 engagement with scaled 1:many engagements. The role drives both individualized and programmatic customer success initiatives throughout the customer lifecycle, including guided experiences, release readiness outreach, mandatory actions, lifecycle campaigns, and adoption acceleration efforts - focused on driving measurable customer outcomes, protect and grow revenue.
A Day in the Life Typically Includes:
* Ensure disciplined execution of both 1:1 and 1:many customer engagements, including structured check-ins, executive stakeholder engagement, and cross-functional escalation governance. Deliver proactive, personalized engagement at key lifecycle moments to accelerate adoption, renewals and expansion.
* Execute within a scaled & pooled customer success motion, while selectively engaging in targeted 1:1 to address critical moments, risks, and opportunities.
* Leverage automation, AI insights, and data analytics to drive adoption, accelerate time-to-value, and reduce churn risk for mid-tier, SMB, and long-tail customers.
* Lead customer engagements for all scaled engagement models and touchpoints including onboarding (welcome, success kickoff) engagements; quarterly pre-go-live check-ins; structured transition-to-go-live motions (office hours, success series, operational readiness and responsibilities planning webinars); readiness assessments; post-go-live coaching; bi-annual business review check-ins; and 1:many Adoption Champion Clinics.
* Ensure disciplined tracking of customer KPIs including overall health, adoption metrics, engagement performance, time-to-value, renewal outcomes, revenue at risk, and forecast accuracy.
* Partner cross-functionally (Sales, Product, Support, GPS, and others) as needed to address customer issues and coordinate outreach, mitigate risk, manage escalations, and protect renewals.
Basic Qualifications:
* Bachelor’s degree in business, technology, or a related field
* 3-6 years of experience in Customer Success, Account Management, Professional Services, Customer Support, Managed Services, or related post-sales roles
* 3+ years working in digital or pooled success models, ideally within global B2B SaaS organizations.
* Proven track record driving retention, product adoption, and expansion across both high-touch (1:1) and high-volume (1:many) customer engagement models.
* Strong technical acumen with experience working in enterprise software environments (e.g., SAP, Salesforce, IBM, Oracle, Microsoft, or similar enterprise platforms).
* Strong analytical mindset and business acumen with experience leveraging automation, AI insights, and data to drive proactive engagement.
Preferred Qualifications:
* Advanced degree in business, technology, or a related discipline. Certifications in Customer Success, Program Management, or enterprise platforms (e.g., Salesforce, etc.)
* Technical background and experience working in teams focused on implementation, onboarding, support, or product integration.
* Familiarity with customer success platforms and analytics tools (e.g., Gainsight)
* Experience working in complex, global enterprise software ecosystems