Description
We are looking for a Senior Manager, Customer Success to lead our Customer Success Management team supporting Informatica technologies within the Salesforce Data Foundation organisation. This is a hybrid role based in Dublin, requiring an in-office presence 3 days per week. You will report directly to the Senior Director, Customer Success EMEA/LATAM.
As a frontline people manager, you will lead, coach, and scale a team of high-performing Customer Success Managers dedicated to driving customer adoption, consumption, expansion, and long-term retention across Informatica data management platforms within the Salesforce Data Foundation ecosystem.
Responsibilities:
- People Leadership & Coaching: Lead, mentor, and develop a team of Customer Success Managers; conduct regular 1-on-1s, set performance objectives, manage portfolio assignments, and cultivate top-tier customer success talent.
- Adoption & Value Realization: Guide your team in executing structured customer onboarding, skill enablement, and use-case expansion, ensuring customers realize rapid and measurable value from their Informatica deployments within Salesforce's Data Foundation portfolio.
- Executive Escalations & Retention: Serve as the senior operational escalation point for critical account risks; partner with CSMs, Solution Architects, and regional leadership to remediate challenges, ensure customer satisfaction (CSAT/NPS), and safeguard renewals.
- Cross-Functional Orchestration: Align internal resources across Salesforce Sales, Professional Services, Support, and Product Engineering to remove adoption roadblocks and deliver cohesive, outcome-focused customer journeys.
- Strategic Executive Engagement: Act as an executive sponsor on strategic enterprise accounts, building trusted advisor relationships with CIOs, CDOs, Chief Data Architects, and business leaders.
- Operational Rigor & Metric Tracking: Drive adherence to outcome-based Customer Success Plans; monitor and report on core portfolio metrics, including adoption velocity, consumption, churn risk, Gross/Net Retention Rates (GRR/NRR), and referenceability.
- Voice of the Customer: Aggregate customer insights and feedback from the field to influence product roadmaps, refine delivery frameworks, and scale best practices across the broader Salesforce Data Foundation organisation.
Requirements:
- Leadership & Influence: Exceptional communication, coaching, and conflict-resolution skills, with the ability to lead transparently and foster a culture of accountability and customer empathy.
- Domain Expertise: Strong domain knowledge in Enterprise Data Management (Data Integration, Master Data Management, Data Governance, Quality, or ETL/ELT) centered on Informatica product suites and their application in enterprise data architectures.
- Ecosystem Acumen: Understanding of enterprise cloud architectures and how data integration solutions connect across Salesforce clouds and enterprise systems.
- Workplace Flexibility: Ability to work in a hybrid capacity, spending 3 days per week in the Dublin office.
- Education & Experience: BA/BS degree or equivalent practical experience; minimum 7–10+ years of relevant professional experience, including prior people management or formal team leadership experience.