Success Guide - Informatica

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.

• 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).

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