Customer Success Manager (Informatica)

Role Description The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers achieve a significant return on their investment with our platform. This role functions as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems. Individual Contributor Position Your Impact Customer Accountability and Value Alignment Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion. Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle. Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer. Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer. Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks. Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems. Strategic Advisory and Stakeholder Management Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership. Act as a trusted advisor by gaining trust through mutual goals, understanding the customer's business model, and applying proven solutions to their problems. Solidify partnership commitments and drive innovation aligned with customers' business challenges. Increase customer engagement with products and services and identify major political barriers to customer success. Partner with more experienced team members to solve complex problems and develop strategic success plans when needed. Technical Health, Adoption, and Risk Management AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring. Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans. AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention. Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities. Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmaps. Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues. Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities. Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making. Minimum Requirements Experienced business professional, preferably with 3-4 years of relevant industry expertise in Customer Success, SaaS platform use, Data Management or related fields. Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations. Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer's business. Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms. Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development. Cloud/Platform Requirements 3-4 years experience supporting customers using enterprise cloud data management platforms. Working knowledge of core data platform features: Integration (ETL, ELT) Data Governance Master Data Management (MDM) Data Quality Application Integration & Business Processes API Management Understanding of consumption-based or AOV-driven licensing models. Experience managing complex renewals and cloud-migration journeys for customers with a mix of On-Premises and SaaS deployments. Guiding legacy On-Premises customers through cloud modernization strategies is a plus. Preferred Requirements Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer). Office Flexibility This role is office-flexible; the expectation is to be in-office a minimum of three (3) days per week. Accommodations If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and all other aspects of employment. Salesforce believes in equality for all, leads the path to inclusion, and ensures decisions are fair and based on merit. Compensation In the United States, compensation is determined by factors such as location, job level, knowledge, skills, and experience. The typical base salary range for this position is $99,400 - $186,300 annually, with different ranges for specific locations (e.g., California, New York, select metros). Details include base salary only; bonuses, equity, and benefits are additional. #J-18808-Ljbffr salesforce.com, inc.