Sr. Manager, Customer Success
Infor · Barcelona ·
- Work mode
- Hybrid
- Seniority
- Senior
- Category
- Customer success
The Front-Line Manager (Customer Success Leader) leads and coaches a team of Customer Success Executives (CSEs), driving renewal forecast accuracy, customer retention, and account expansion across their book of business. This role ensures CSEs deeply understand their accounts, build strong multi-level customer relationships, and identify risk and opportunity early enough to act on it.
This position partners cross-functionally with Finance, Sales, Product, and Infor leadership to reconcile forecasts, resolve at-risk accounts, and convert adoption and realized value into expansion revenue. The role requires strong coaching and mentoring skills, forecasting rigor, executive presence, and a data-driven approach to inspecting team performance and account health.
Who is Infor? Watch to find out!
- Coach and mentor Customer Success Executives (CSEs) to build accurate, evidence-based renewal forecasts and deepen account insight using frameworks such as MEDDPICC.
- Inspect forecast accuracy and account risk across the team's book of business, validating data and reconciling discrepancies with Finance.
- Review and sign off on customer success plans, ensuring strategy, value opportunities, and risks are clearly documented and addressed.
- Attend and periodically lead customer Executive Business Reviews (EBRs) to maintain executive relationships and reinforce value delivery.
- Drive resolution of at-risk accounts through coordinated cross-functional efforts with Sales, Product, and Support.
- Escalate renewal barriers and forecast risks to senior leadership with clear, timely communication.
- Coach CSEs to identify and convert expansion opportunities, connecting customer usage and outcomes to a clear expansion recommendation.
- Set clear retention, forecasting, and expansion KPIs for the team, monitor performance, and provide ongoing feedback and coaching.
- Proven experience as a people manager in customer success, strategic account management, or renewal management within enterprise environments.
- Strong track record of achieving retention and expansion goals while managing high-performing teams.
- Expertise in forecasting methodologies, including predictive analytics, risk assessment, and performance reporting.
- Proficiency in using customer success frameworks (e.g., MEDDPICC) to drive team success.
- Exceptional leadership and communication skills, with the ability to build trust and influence stakeholders at all organisational levels.
- Comfortable working in a fast-paced, global environment, with experience managing diverse teams across multiple regions.
- Fluency in any European language is a clear advantage.
Competencies and Behaviours
- Leadership & Mentorship: Ability to inspire and develop teams to achieve measurable customer outcomes.
- Data-Driven Decision-Making: Strong analytical abilities to interpret team KPIs and identify trends for improvement.
- Collaboration Across Functions: Skilled in building relationships across sales, finance, product, and leadership teams.
- Risk Management: Proactive in identifying and addressing customer risks, ensuring team alignment on escalations.
- Strategic Thinking: Clear focus on delivering long-term value and aligning team efforts with organisational goals.
- French, German or any of the scandinvian languages is a distinct advantage