Senior Manager of Customer Success

Who you are

• 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
• Demonstrated success coaching, developing, and leading high-performing customer-facing technical or customer success teams (or proven team lead/mentorship experience ready to step into first-line management)
• Deep background in Customer Success, Technical Account Management, Professional Services, or Enterprise Consulting within SaaS, cloud data architecture, or data management ecosystems
• Proven track record managing senior stakeholder relationships (C-suite, VP-level) across large, complex global enterprises
• Experience driving consumption-based software adoption, renewal preservation, and expansion strategies in enterprise accounts

What the job involves

• 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
• You will oversee end-to-end customer lifecycle strategies—from accelerated onboarding to realized business outcomes—while acting as a key escalation point and cross-functional bridge across Salesforce and Informatica Customer Support, Professional Services, Product, and Sales teams
• Combining people leadership with deep data management acumen, you will foster operational excellence, mentor your team to navigate complex enterprise accounts, and represent leadership in senior customer engagements
• 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

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year