Manager(Customer Success) is responsible for operational and strategic initiatives towards success of the internal team and Informatica’s customers. The role involves managing a team of Customer Success Managers to drive success of Informatica Customers, engage with Global Customer success leadership to come up with programs and strategy to drive product adoption, increase customer retention and thereby influencing upsell and create references.

Reporting into Sr. Director of Customer Success, Manager(CS) collaborates cross-functionally, engages with leadership in Support, Sales, Professional services & Engineering teams to enable the best experience for our customers.

Basic Qualifications

• Bachelors Degree in Engineering, preferably with an MBA
• Prior experience in Cloud based data management software products preferred
• 7+ years of professional experience in a customer facing environment ideally with organizations adopting new software and technologies
• 3+ years of direct people management responsibility in customer facing Software Services Team.

As a Manager, Customer Success, you will be responsible for:

• Defining the Strategy and Operational management of the Digital Customer Success Team
• Establishing a deeply data-driven approach to analyzing customer segmentation and engagement data tied to health and churn risk factors to optimize for targeted outreach. Track metrics related to customer health, customer engagement, overall customer adoption of our technology
• Lead a team of customer success managers; for people and performance management – Mentor and coach reports as required on account manager aspects of Customer Success role.
• Attract and retain great people; know each individual’s capabilities and aspirations. Invest in the growth of others.
• Help onboard changes across organization and articulate the reasons for change.
• Step into difficult client situations that your reports raise to you, and if you cannot solve it yourself, advance to the Regional leader.
• Lead the team and the members and ensure that the staff retention rate is above 90%
• Define and oversee customer lifecycle processes/touch points, including mission critical customer touch, business reviews

• Find ways for CSMs to deeply understand our customers’ objectives and become a trusted advisor
• Playbook Framework: Collaborate with other Customer Success leaders to analyze and identify reasons for poor customer adoption or churn, and mechanisms to detect early signals of at‐risk adoption and renewals. In partnership with other CS leaders, build Playbooks and Triggers to neutralize those risks.
• Work closely with internal Business Systems teams to ensure an integrative approach exists to track customer engagement/adoption data.
• Create reports for teams and cross functional leaders providing actionable insights