Senior Manager, Customer Success – Data Foundation (Informatica Solutions)

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce 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. 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. Your Role Responsibilities? Here’s What You’ll Do • 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. What We’d Like to See • Demonstrated success coaching, developing, and leading high-performing c