Sr. Manager, Customer Success

Description

The Front-Line Manager (Customer Success Leader) leads and coaches a team of Customer Success Executives (CSEs), driving renewal forecast accuracy, customer retention, and account expansion across their book of business. This role ensures CSEs deeply understand their accounts, build strong multi-level customer relationships, and identify risk and opportunity early enough to act on it.

This position partners cross-functionally with Finance, Sales, Product, and Infor leadership to reconcile forecasts, resolve at-risk accounts, and convert adoption and realized value into expansion revenue. The role requires strong coaching and mentoring skills, forecasting rigor, executive presence, and a data-driven approach to inspecting team performance and account health.

Who is Infor? Watch to find out!

A Typical Day in the Life Includes:

Coach and mentor Customer Success Executives (CSEs) to build accurate, evidence-based renewal forecasts and deepen account insight using frameworks such as MEDDPICC.

Inspect forecast accuracy and account risk across the team's book of business, validating data and reconciling discrepancies with Finance.

Review and sign off on customer success plans, ensuring strategy, value opportunities, and risks are clearly documented and addressed.

Attend and periodically lead customer Executive Business Reviews (EBRs) to maintain executive relationships and reinforce value delivery.

Drive resolution of at-risk accounts through coordinated cross-functional efforts with Sales, Product, and Support.

Escalate renewal barriers and forecast risks to senior leadership with clear, timely communication.

Coach CSEs to identify and convert expansion opportunities, connecting customer usage and outcomes to a clear expansion recommendation.

Set clear retention, forecasting, and expansion KPIs for the team, monitor performance, and provide ongoing feedback and coaching.

Qualifications:

Proven experience as a people manager in customer success, strategic account management, or renewal management within enterprise environments.

Strong track record of achieving retention and expansion goals while managing high-performing teams.

Expertise in forecasting methodologies, including predictive analytics, risk assessment, and performance reporting.

Proficiency in using customer success frameworks (e.g., MEDDPICC) to drive team success.

Exceptional leadership and communication skills, with the ability to build trust and influence stakeholders at all organisational levels.

Comfortable working in a fast-paced, global environment, with experience managing diverse teams across multiple regions.

Fluency in any European language is a clear advantage.

Competencies and Behaviours

Leadership & Mentorship: Ability to inspire and develop teams to achieve measurable customer outcomes.

Data-Driven Decision-Making: Strong analytical abilities to interpret team KPIs and identify trends for improvement.

Collaboration Across Functions: Skilled in building relationships across sales, finance, product, and leadership teams.

Risk Management: Proactive in identifying and addressing customer risks, ensuring team alignment on escalations.

Strategic Thinking: Clear focus on delivering long-term value and aligning team efforts with organisational goals.

Preferred Qualifications:

French, German or any of the scandinvian languages is a distinct advantage

About Infor

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

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 that is founded on a business philosophy called 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.

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