Department: SaaS

Location: Barcelona

Description

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

A Typical Day In The Life Includes

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.

Qualifications

Proven experience as a people m

📌 Sr. Manager, Customer Success (Barcelona)
🏢 Infor
📍 Barcelona