What are the responsibilities and job description for the VP CX SaaS Adoption position at Infor?
The VP CX SaaS Adoption Leader is responsible for designing and executing a comprehensive Adoption Program that ensures customers achieve meaningful outcomes from initial engagement through retention, expansion, and long-term value realization. This role blends strategic vision with operational ownership, overseeing program governance, scaled execution, and cross-functional alignment to deliver a seamless and impactful customer experience.
This leader will champion customer-centricity and adoption best practices to accelerate customer value and long-term success.
A Day in the Life Typically includes:
- Design and evolve the Adoption Experience Framework, including governance structures, steering committee organization, and success metrics.
- Guide data science and analytics framework for adoption, to identify meaningful drivers of outcomes in retention and expansion.
- Lead strategic planning for adoption initiatives across product lines, customer segments, and lifecycle stages.
- Establish a centralized best practices function to drive consistency, scalability, and innovation across adoption efforts.
- Own and orchestrate the customer adoption journey, from onboarding to value measurement, including activation, engagement, and expansion.
- Drive feedback loops across customer touchpoints, integrating Voice of Customer (VOC), telemetry, and success metrics into program evolution.
- Partner with Customer Success, Product, and Enablement teams to align adoption plays with customer outcomes and business priorities.
- Demonstrate the ability to drive execution, resolve blockers, and maintain momentum across complex initiatives.
- Lead cross-functional workstreams including product intelligence, scaled adoption, customer education, and value measurement.
- Pilot and scale adoption strategies across segments, leveraging automation and digital tools to maximize reach and impact.
- Develop and operationalize adoption intelligence, including usage benchmarks, maturity models, and predictive analytics.
- Work with analytics teams to correlate adoption data with retention risk and expansion opportunities, enabling proactive engagement.
- Lead change management efforts to embed adoption practices across teams and systems.
- Organize and facilitate steering committees, stakeholder forums, and enablement programs to drive alignment and accountability.
- Evangelize adoption internally through effective program communications and updates.
Basic Qualifications:
- Be an experienced leader in SaaS customer success and experience, digital adoption, customer journey design or lifecycle marketing.
- Be experienced in leading strategic programs that drive measurable customer outcomes.
- Have experience of SaaS metrics, customer journey mapping, and value realization frameworks.
- Be experience as a strong cross-functional leader and stakeholder manager.
- Experience with data-driven decision-making and adoption analytics.
- Be experienced at driving execution, resolving blockers and maintaining momentum across complex initiatives.
- Be customer-centricity and expertise in VOC, feedback loops, and experience design.
- Have experience with AI-powered and / or digital automation for engagement.
Location: US (Alpharetta, GA, Dallas TX)
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
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.
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.
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