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Job Category
Customer Success
Job Details
About SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
The ExperienceWe 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.
What You'll Actually Be Doing- 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.
You're Our Person If...- 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.
Even Better If...- 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.
Unleash Your Potential
When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.
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