Success Guide - CSM, AMER Shift

Job description

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. Success Guide — Bangalore, India (AMER Shift) Overview The role of the Success Guide is crucial in helping customers to grow value and improve adoption of Informatica-powered data management and integration solutions. Success Guides provide proactive and reactive architecture, product, and industry expertise to enable customers to successfully adopt products. Based in Bangalore, the Success Guide will engage with customers across all account segments, delivering 1:1 success guidance to Premier Success customers. With the support of AI and automation, Success Guides provide the right recommendation at the right time, enabling customer value realization at scale. The ideal Success Guide is a proactive, self-starting trusted advisor — organized, agile, and passionate about driving thought leadership through mentoring, knowledge sharing, and helping customers translate technical capabilities into tangible business value. They have excellent presentation and communication skills in both a 1 on 1 and group setting. They have strong technical skills and are able to use their product knowledge to deliver value to both customers and internal teams. You will combine deep knowledge of Informatica products (including data integration, data quality, and MDM capabilities), and the ability to navigate diverse cultural and business environments to deliver tailored success strategies that align with each customer's unique goals. What You Will Do Provide prescriptive recommendations, best practices, and technical advice for improving adoption Deliver 1:1 Expert Coaching Sessions and Ad-Hoc Success Engagements Become an expert in Informatica products (Cloud Data Integration, Cloud Data Quality, Cloud Data Governance and MDM SaaS) Help customers consistently achieve their business outcomes Leverage AI-assisted tools and automation to deliver timely, scalable recommendations and help customers realize value from AI-powered Informatica capabilities Stay up-to-date with emerging trends in data management, automation, and AI to provide forward-looking guidance to customers Generate positive feedback from customers, internal teams and leadership Show continued professional growth and development. Operate an AI First engagement model for a high-volume book of business — using Salesforce Einstein and AI-powered health scoring to prioritize outreach, intervention, and scaled success motions Leverage generative AI to create personalized, high-quality customer communications, product adoption content, and success plans across a large portfolio with speed and consistency Apply AI-driven signals to identify expansion opportunities, feature adoption gaps, and renewal risks, acting through digital and low-touch engagement programs Continuously refine AI-assisted workflows based on customer response and engagement data, contributing to the optimization of scaled success programs What You Should Have Solid understanding of data integration, data governance, and enterprise data architecture concepts 3-9 yrs experience preferably in the enterprise SaaS or data management space Proven ability to quickly learn new technologies Consultative and customer-focused approach and engagement style Ability to navigate, escalate, and lead efforts on complex customer requests Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure Comfortable working in a fast-paced, global environment. Experience managing a high volume of accounts using AI First and digital engagement strategies within a customer success or account management context Proficiency using Salesforce AI features and generative AI tools to generate and personalize content at scale, with strong judgment for reviewing outputs before delivery Data-driven mindset with the ability to interpret AI-generated signals and translate them into meaningful customer actions and business outcomes Familiarity with AI-powered health scoring, churn prediction, and engagement automation within Salesforce or equivalent CS platforms Working Hours: This role is based out of our Bangalore, India office This position operates on an AMER shift schedule. 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 . Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. 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.