Digital Customer Success Manager

Success Guide - Informatica

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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.

Overview of the Role:

As our Digital CSM, you won't just manage accounts; you will build the engine that drives success for our entire "Tech Touch" segment. We are looking for a data-obsessed strategist who understands that the best way to help thousands of customers is through smart automation, insightful analytics, and a product-led growth mindset.
You will bridge the gap between technical logic and business outcomes, ensuring our smaller-scale customers achieve "big-scale" results without needing a dedicated 1-on-1 manager.

Responsibilities:

●    Scaled Success Strategy: Design and execute "one-to-many" engagement programs (automated email sequences, in-app guides, and webinars) to drive product adoption.
●    Data-Driven Health Monitoring: Build and monitor dashboards to track customer health scores. You’ll identify "at-risk" patterns before the customer even knows they have a problem.
●    Customer Journey Mapping: Analyze the digital lifecycle to identify friction points and deploy automated interventions to increase retention and expansion.
●    Segment Analytics: Use SQL or BI tools to segment the user base and deliver personalized content at scale.
●    Feedback Loop: Act as the voice of the digital segment for Product and Engineering teams, translating bulk user data into actionable product features.

Required Qualifications:

●    B.E./B. Tech degree followed by an MBA/PGDM from a reputable institution.
●    3–4 years of professional experience, with at least 2 years in Customer Success, Account Management, or Growth Ops.
●    Proven track record in a Digital/Tech-Touch or "Scaled" CSM model.
●    High proficiency in Data Analytics (SQL, Excel/Sheets, or BI tools like Tableau/Power BI).
●    Experience with CRM and CS platforms (e.g., Salesforce, Gainsight, ChurnZero, or HubSpot).

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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.