What are the responsibilities and job description for the Healthcare Customer Success Executive, Sr. position at Infor?
The Customer Success Executive (CSE) is a senior strategic role responsible for driving retention, expansion, and long-term partnership growth across a defined book of business. Building on the foundation of a Customer Success Manager, the CSE operates at an elevated level - engaging executive stakeholders, leading commercial renewal strategy, and translating customer outcomes into measurable business value for both the customer and Infor. The CSE serves as a trusted advisor and executive-level advocate, owning the full customer lifecycle from onboarding maturity through renewal and expansion. This role requires strong commercial acumen, executive presence, AI fluency, and the ability to forecast renewal risk with accuracy and confidence.
A Typical Day in the Life Includes:
- Own and accurately forecast book of business renewal outcomes at least 8 quarters forward, account by account.
- Apply MEDDPICC methodology to assess account health, identify gaps, and build a reliable forecasting cadence.
- Build multi-level, multi-stakeholder relationships across each account - executive sponsors, champions, decision makers, and technical evaluators.
- Develop and maintain joint Account Plans and Success Plans with customers, aligned to their strategic objectives.
- Lead Executive Business Reviews (EBRs) with executive-level engagement from both Infor and the customer.
- Identify and de-risk churn signals early; own mitigation plans through to resolution.
- Identify, qualify, and submit Customer Success Qualified Leads (CSQLs) in Salesforce based on adoption gaps, upcoming lifecycle events, and strategic customer goals.
- Map customer business outcomes to Infor product capabilities and develop scoped, ROI-backed expansion proposals.
Basic Qualifications:
- Prior experience in Customer Success, Account Management, or related enterprise Healthcare SaaS/software
- Demonstrated experience managing executive-level relationships and commercial renewal conversations
- Track record of retaining and growing a book of business with measurable NRR outcomes
- Experience with CRM and CS platforms (Gainsight, Salesforce) and comfort working in data-driven environments
- Experience in renewal structures, contract terms, ROI/TCO analysis, and value-based pricing.
- Strategic account planning - ability to build, maintain, and execute joint account and success plans
Preferred Qualifications:
- Prior experience with Infor software products.
- Experience in a healthcare technology environment.