New

Scaled Success Program Architect

Infor
United States, Georgia, Atlanta
Apr 11, 2026
The Scaled Success Program Architect will drive the execution of a scalable, data-driven customer success motion for mid-tier, SMB and long-tail customer segments as part of Infor's CSX (Customer Success & Experience) Hub team. This role supports the team's vision to build a scalable customer success engine by delivering seamless, digital-first experiences that combine guided and human-assisted journeys, powered by a global team and data-driven engagement to achieve measurable customer and business outcomes at scale. This strategic, hands-on role focuses on using automation, digital engagement, lifecycle programs, and data-driven strategies to build and scale a strong customer success engine. The role also leads and supports program management and execution across all scaled engagement motions, including guided, human-assisted, and digital-first customer experiences supported by a pooled CSM team. These efforts include lifecycle campaigns, adoption acceleration initiatives, release success outreach, mandatory actions, and office hours-all designed to drive measurable customer outcomes and protect revenue. A Day in the Life Typically Includes: Build a proactive, repeatable and scaled customer engagement engine delivering digital-first, guided and human-assisted customer journeys across the lifecycle including onboarding, implementation/go-live readiness, adoption and renewal across a high-volume customer base. Operationalize digitally enabled lifecycle programs leveraging automation, AI insights, segmentation, and data analytics to drive onboarding, adoption, accelerate time-to-value, and reduce churn risk for mid-tier, SMB, and long-tail customers. Lead program management and execution for all scaled engagement models and touchpoints including onboarding (welcome, success kickoff) engagements; quarterly pre-go-live check-ins; structured transition-to-go-live motions (office hours, success series, operational readiness and responsibilities planning webinars); readiness assessments; post-go-live coaching; bi-annual check-ins; and 1:many Adoption Champion Clinics. Drive bi-annual Release Success outreach and mandatory action campaigns and office hours, ensuring customers are prepared for product updates, compliance requirements, and lifecycle milestones. Ensure disciplined tracking of program KPIs including adoption metrics, engagement performance, time-to-value, renewal outcomes, revenue at risk, and forecast accuracy. Partner cross-functionally (Sales, Product, Support, GPS, and others) as needed to coordinate outreach, mitigate risk, manage escalations, and protect renewals. Basic Qualifications: Experience in Customer Success, Account Management, Professional Services, Customer Support, Managed Services, or related post-sales roles. Scaled Customer Success program management experience scaling digital or pooled success models. Experience driving scaled customer engagement strategies across onboarding, product adoption, retention and expansion across high-volume customer segments. Technical experience working in enterprise software environments (e.g., SAP, Salesforce, IBM, Oracle, Microsoft, or similar enterprise platforms). Business and analytical experience leveraging automation, AI insights, and data to drive proactive engagement. Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future. Preferred Qualifications: Degree in business, technology, or a related discipline. Certifications in Customer Success, Program Management (e.g., PMP), or enterprise platforms (e.g., Salesforce, etc.). Scaled Customer Success experience across global B2B SaaS organizations. Technical background and experience working in teams focused on implementation, onboarding, support, or product integration. Familiarity with customer success platforms and analytics tools (e.g., Gainsight). Experience working in complex, global enterprise software ecosystems. 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. Fraud Awareness We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our guidelines and protect yourself from recruitment scams. Fraud Privacy Policy We value your privacy at Infor. You may access our privacy policy here. This employer uses E-Verify. Please visit this website for additional information. E-Verify Illinois: Click here, aqui, or tu.