New

VP, Customer Success & Experience Hub

Infor
United States, Texas, Dallas
Jun 18, 2025
Infor are recruiting an execution driven leader to head our CSX Hub - a transformative team dedicated to driving customer success at scale across our mid-market, SMB, and long-tail customer segments. This role is critical in our mission to ensure every customer is delivered a digital-first, data-driven, and outcomes-oriented customer success experiences. This is not a traditional digital CS role. We are looking for a candidate with hands-on execution experience in Support, Professional Services, Customer Success or adjacent customer facing teams, as well as someone who understands how to drive impact at scale through transformation, data, automation and innovation. A Day in the Life Typically Includes: Own the strategy and execution for building a scaled success motion across pooled and digital models for all segments below high-touch (mid-market, SMB, and long-tail). Design and implement digital-first customer journeys, ensuring a seamless and effective experience from onboarding through renewal, with particular focus on technical onboarding, early adoption, and value realization. Build and lead a cross-functional team of digital CSMs, onboarding specialists, and AI/automation strategists aligned to customer lifecycle needs. Leverage data, insights, automation, and AI/ML to predict needs, enable proactive outreach, and drive retention at scale. Define and implement CSX hub-based monetizable offerings, from success and onboarding packages to automation-led advisory programs, unlocking new revenue streams while increasing customer value. Establish robust metrics and KPIs for scaled motions, including product adoption, risk detection, retention, and customer engagement. Lead with an outcomes-over-process mindset, continuously refining delivery models for efficiency and impact. Be a key driver of customer experience transformation, scaling repeatable practices and driving alignment across global success, support, and services teams. Basic Qualifications: Experience in post-sales or customer-facing leadership roles, including Support, Professional Services, or Success. Experience building or scaling digital or pooled success models, ideally across global B2B SaaS organizations. Experience driving retention, product adoption, and expansion in high-volume customer segments and owning revenue targets. Experience leveraging automation, AI, and data insights to drive proactive customer engagement. * People leadership experience, having led teams through real change, ideally within Support, Services, Customer Success or cross-functional Customer Success roles; knowing how to turn ideas into operating motions. Own revenue targets and deliver. Experience in cross-functional collaboration. Preferred Qualifications: As an experienced strategic operator you will have multiple systems experiences and have led transformations that bridged multiple post-sales functions. Experience in digital & scaled CS initiatives, understanding a range of models. Experience using telemetry, product usage, and behavioral data to drive segmentation, prioritization, and action. * Experience working with or leading teams focused on implementation, onboarding, support, or product integration is highly preferred. Location:- Dallas TX or Alpharetta, GA About Infor Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. For more information visit www.infor.com Our Values At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future. We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees. 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. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage. At Infor we value your privacy that's why we created a policy that you can read here. This employer uses E-Verify. Please visit this website for additional information. E-Verify Illinois: Click here, aqui, or tu.