Customer Success Manager – SaaS

About the role

The Customer Success Manager will join Infor’s CSX Hub to drive engagement for mid‑tier, SMB and long‑tail SaaS customers in Tunisia. Reporting to the VP of Customer Success & Experience, you will help build a scalable, data‑driven success engine that combines personalized 1:1 support with automated 1‑many programs.

Key responsibilities

• Execute disciplined 1:1 and 1:many engagements, including check‑ins, executive stakeholder meetings and escalation governance.
• Deliver proactive, personalized interactions at key lifecycle moments to accelerate adoption, renewals and expansion.
• Leverage automation, AI insights and data analytics to reduce churn risk and improve time‑to‑value for mid‑tier, SMB and long‑tail accounts.
• Lead onboarding, readiness assessments, post‑go‑live coaching, business reviews and Adoption Champion Clinics.
• Track and report customer KPIs such as health scores, adoption metrics, revenue at risk and forecast accuracy.
• Collaborate with Sales, Product, Support and other teams to resolve issues, mitigate risk and protect renewals.

Required profile

• Bachelor’s degree in business, technology or a related field.
• 3‑6 years of experience in Customer Success, Account Management, Professional Services or related post‑sales roles.
• At least 3 years working in digital or pooled success models within global B2B SaaS organizations.
• Proven track record of driving retention, product adoption and expansion.

Required skills

• Data analytics
• Automation tools
• AI‑driven insights