Customer Experience Manager
Infor Inc., Atlanta, GA, United States
The Customer Experience Manager (CEM) 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 drives 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 to protect and grow revenue.
A Day in the Life
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 interactions 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
Experience in Customer Success, Account Management, Professional Services, Customer Support, Managed Services, or related post‑sales roles.
Experience working in digital or pooled success models, ideally within global B2B SaaS organizations.
Experience driving retention, product adoption, and expansion across both high‑touch (1:1) and high‑volume (1:many) customer engagement models.
Technical experience working in enterprise software environments (e.g., SAP, Salesforce, IBM, Oracle, Microsoft, or similar enterprise platforms).
Business and analytical experience leveraging automation, AI insights, and data to drive proactive engagement.
Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future.
Preferred Qualifications
Degree in business, technology, or a related discipline. Certifications in Customer Success, Program Management, or enterprise platforms (e.g., Salesforce, etc.) preferred.
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.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.
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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 to protect and grow revenue.
A Day in the Life
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 interactions 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
Experience in Customer Success, Account Management, Professional Services, Customer Support, Managed Services, or related post‑sales roles.
Experience working in digital or pooled success models, ideally within global B2B SaaS organizations.
Experience driving retention, product adoption, and expansion across both high‑touch (1:1) and high‑volume (1:many) customer engagement models.
Technical experience working in enterprise software environments (e.g., SAP, Salesforce, IBM, Oracle, Microsoft, or similar enterprise platforms).
Business and analytical experience leveraging automation, AI insights, and data to drive proactive engagement.
Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future.
Preferred Qualifications
Degree in business, technology, or a related discipline. Certifications in Customer Success, Program Management, or enterprise platforms (e.g., Salesforce, etc.) preferred.
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.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.
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