Customer Success Manager (Informatica) (Hiring Immediately)

Customer Success Manager We are looking for a Customer Success Manager (CSM) to ensure high‑value customers achieve a significant return on their investment with our platform. The CSM is an extension of the customer’s workforce and a trusted advisor who identifies and addresses technical and business concerns, aligning priorities, projects, and problems.

Role Description This is an 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

3–4 years of relevant industry experience 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.

Industry‑relevant expertise and ability to understand the broad impact of the industry on the customer’s business.

Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms.

Active learning mindset and willingness to seek mentors and growth opportunities.

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. Guidance of legacy On‑Premises customers through cloud modernization strategies is a plus.

Preferred Requirements

Additional Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).

Office Flexibility This role is office‑flexible, with an expectation to be in the office a minimum of three (3) days per week.

Compensation and Benefits In the United States, compensation will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. The typical base salary range for this position is $99,400 – $186,300 annually. Where applicable, incentive compensation, equity, and benefits are also offered. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role is $118,900 – $202,600 per year.

Benefits include time‑off programs, medical, dental, vision, mental‑health support, paid parental leave, life and disability insurance, 401(k), and an employee stock‑purchasing program. More details are available at https://www.salesforcebenefits.com.

Accommodations If you require assistance due to a disability, please submit a request via the Accommodations Request Form.

Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination against all employees and applicants for employment. All hiring, promotion, compensation, and other employment decisions are based on merit and competence, without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other protected classifications. This policy applies at all stages of the employment lifecycle.

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