Here is a professional and tailored Customer Success Manager (CSM) job description designed specifically for Holger Infotech, factoring in their focus as Infor CloudSuite (M3) ERP specialists serving mid-market manufacturers (Food & Beverage, Chemicals, Cosmetics) across regions like DACH and BeNeLux.

Job Title: Customer Success Manager (ERP / Infor CloudSuite Specialist)

Location: Remote / Hybrid (with travel to client sites across DACH / BeNeLux as needed)

Company: Holger Infotech

Department: Customer Success & Client Relations

Employment Type: Full-Time

About Holger Infotech

At Holger Infotech, we specialize in moving mid-market manufacturers—specifically in the Food & Beverage, Chemicals, and Cosmetics industries—from legacy on-premise setups to state-of-the-art Infor CloudSuite (M3) environments. We rescue stalled implementations, rebuild complex environments, and act as trusted digital transformation partners for tightly regulated businesses that have outgrown spreadsheets. We pride ourselves on founder-led, high-impact, and transparent client partnerships.

Position Overview

We are seeking an empathetic, highly organized, and technically fluent Customer Success Manager (CSM) to own the post-implementation journey of our manufacturing clients. In this role, you will act as the primary bridge between our clients and our expert solution architects.

You will ensure that mid-market manufacturers fully realize the value of their Infor CloudSuite investments, maximize user adoption, minimize operational friction, and maintain long-term retention. If you understand enterprise software, possess a passion for client advocacy, and thrive in complex B2B environments, we want to hear from you.

Key Responsibilities

• Client Lifecycle Management: Own the post-onboarding and long-term relationships for a portfolio of manufacturing clients, ensuring seamless adoption of Infor CloudSuite M3 environments.

• Trusted Advisor & Advocate: Serve as the primary point of contact for client leadership (C-level, Operations Directors, IT Heads), translating business challenges into actionable technical feedback for our implementation and architecture teams.

• Adoption & Value Realization: Monitor system usage trends, evaluate adoption metrics, and guide clients on optimizing their ERP platform to suit their evolving business needs.

• Risk Mitigation & Issue Resolution: Proactively identify churn risks or project road-blocks, coordinating swiftly with internal solution architects and technical leads to resolve client grievances.

• Expansion & Growth: Identify opportunities for account growth, system enhancements, and cross-selling advisory services as clients scale their operations across multi-site manufacturing facilities.

• Feedback Loop & Continuous Improvement: Gather client feedback regarding product capabilities and implementation milestones, reporting actionable insights directly to company leadership to refine our delivery methodologies.

Qualifications & Requirements

• Experience: 3+ years of experience in Customer Success, Account Management, or Project Management, preferably within a B2B SaaS, enterprise software, or ERP consulting environment (experience with Infor M3 or similar enterprise solutions is a significant plus).

• Industry Acumen: Familiarity with manufacturing, supply chain operations, or heavily regulated sectors (such as Food & Beverage, Chemicals, or Cosmetics).

• Communication Skills: Exceptional verbal and written communication skills. Fluency in English is required; professional proficiency in German (DACH region) or Dutch/French (BeNeLux region) is strongly preferred.

• Technical Aptitude: Comfortable navigating complex enterprise systems, software infrastructure data, and project management/CRM toolsets.

• Problem-Solving Mindset: Proactive, calm under pressure, and capable of mediating between high-stakes client expectations and technical resource constraints.

What We Offer

• A founder-led, flat organizational culture where your ideas directly impact company growth.

• Competitive salary package with performance-based incentives.

• Flexible working arrangements (Remote/Hybrid).

• Continuous learning opportunities within top-tier enterprise cloud ecosystems.