Job Description

Director, Customer Success

Department: SaaS

Employment Type: Full Time

Location: US-Remote

Description

The Director of Customer Success is responsible for leading a team of 6-8 Customer Success Executives (CSEs), supporting our clients in Discrete Manufacturing: Industrial, Automotive, Aerospace & Defense and Construction & Engineering. 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.

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.