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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 Typical Day in the Life Includes:
- 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.
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Infor
Jun 08, 2026