Customer Success Manager – SaaS (Mid‑tier & SMB)

About the role

The Customer Success Manager will lead engagement for mid‑tier, SMB and long‑tail customers within Infor’s CSX Hub, delivering data‑driven, digital‑first experiences that drive adoption, renewals and expansion.

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 and protect revenue.
• Leverage automation, AI insights and data analytics to reduce churn risk and improve time‑to‑value.
• 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, renewal outcomes and forecast accuracy.
• Collaborate cross‑functionally with Sales, Product, Support and other teams to resolve issues and drive customer success.

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, preferably in a global B2B SaaS environment.
• Proven track record of driving retention, product adoption and expansion.

Required skills

• Data analytics
• Automation
• AI insights