Customer Success Manager

Salesforce, Inc.; Paris; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Informatica in Paris, France is seeking a Senior Customer Success Manager to join our hybrid team. You will support customers' successful adoption of Informatica technologies, guiding use cases and building sustained value from deployment.

You will collaborate with internal teams such as Customer Support, Professional Services, Product Development, and Sales to ensure customer satisfaction, drive adoption, and expand usage across multiple use cases.

Qualifications

• Executive-level communication with senior IT and business leaders.
• Strong understanding of data management in SaaS environments.
• Experience managing large accounts and cross-functional teams.

Responsibilities

• Manage onboarding for new Informatica customers.
• Collaborate with customer teams to build Informatica skills.
• Identify use cases and define value with Informatica products.
• Guide onboarding to launch and demonstrate business impact.
• Escalate and resolve issues to maintain satisfaction.
• Coordinate cross‑functional resources to drive outcomes.
• Develop trusted advisor relationships and references.
• Survey customers and adjust plans to improve satisfaction.
• Create shared success plans and track adoption metrics.

Skills

Executive-level communication

SaaS data management

Customer success management

Cross-functional collaboration

Strategic account management

Job description

Build Your Career at Informatica We seek innovative thinkers who believe in the power of data to drive meaningful change. At Informatica, we welcome adventurous, work-from-anywhere minds eager to tackle the world's most complex challenges. Our employees are empowered to push their bold ideas forward, and we are united by a shared passion for using data to do the extraordinary for each other and the world. Senior Customer Success Manager We're looking for a Senior Customer Success Manager candidate to join our team in Paris, France. This role is hybrid.You will report to the Director, Customer Success EMEA/LATAM.You will support our customers' successful adoption of Informaticatechnologies through methodologies for their success.With an initial focus on delivering accelerated value, you will then shift to further adoption through additional use cases driving consumption and expansion.You will also serve as the advocate of the customer to represent their needs with the other teams at Informatica including Customer Support, Professional Services, Product Development, and Sales.You will have technical and business savviness to understand the customer's plans and expected outcomes and be able to recommend solutions and growth through our technology.. Your Role Responsibilities? Here's What You'll Do•Manage onboarding process for new Informatica customers.•Work with customer teams to build and enhance their Informatica skillsets.•Assist the customer with identifying and defining use cases for Informatica Products.•Manage the customer from onboarding through to launch of use case technical and business value.•Be a escalation point and manage the process to address customer satisfaction and escalation of issues until resolved.•Marshal internal resources and cross-functional teams to drive positive outcomes for the customer.•Develop a trusted advisor relationship with the customer and develop them into reference customers.•Ensure high customer satisfaction by surveying customers and orchestrating adjustments to increase satisfaction based on feedback.•Develop shared outcome-based Success Plans, tracking and reporting on key metrics for customer adoption and success. What We'd Like to See •Relevant work experience in the field of project management, customer service, professional services, consulting.•Experience dealing with large accounts at the most senior IT and business levels Role Essentials •Executive-level communication experience, with an ability to navigate and mediate conflict while encouraging honest dialogue.•Data Management domain knowledge with SaaS software experience.•Knowledge of business processes (Sales, Marketing, Service), business applications and automation.•Minimum 5+ years of relevant professional experience