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We're looking for a diverse group of collaborators who believe data has the power to improve society. Adventurous, work-from-anywhere minds who value solving some of the world's most challenging problems. Here, employees are encouraged to push their boldest ideas forward, united by a passion to create a world where data improves the quality of life for people and businesses everywhere.

Senior Director, Customer Success EMEA & LATAM

We're looking for a Senior Director, Customer Success EMEA & LATAM to join our team to work from our UK office. You will lead a passionate group of Customer Success Managers in EMEA/LATAM responsible for creating value during the customer journey with Informatica. You will collaborate both with customers and other departments to bring together the right resources at the right time for Informatica customers. You will also support the Customer Success organization as we lean forward into the operationalization of our consumption-based operating model. You will bring SaaS leadership experience in a Customer Success organization.

You will report to the Senior Vice President, Customer Success

Your Role Responsibilities? Here's What You'll Do

• Operationalize the implementation of a consumption operating model for the customer success organization in EMEA/LATAM focused on creating customer value, increasing product utilization, and promoting revenue expansion.
• Directly manage a team of Customer Success Managers that support Informatica customers in EMEA/LATAM.
• Lead the strategy in EMEA/LATAM for Informatica's consumption licensing model. Identify strategies to increase low consuming customers and expand high consumers.
• Lead churn forecasting for the EMEA/LATAM region. Work with the Success Management team and Renewals to identify areas of risk in the business and develop risk mitigation plans to support retention. Act as an Executive Sponsor for accounts that are at risk.
• Partner with the Sales and Professional Services organization(s) to foster synergy, create alignment and collaborate on the creation of customer value. Lead the operationalization of the customer success sales territory alignment strategy in EMEA/LATAM. Develop and nurture relationships with the EMEA/LATAM Sales and PS Leadership team.
• Build and nurture C-Level relationships across accounts in EMEA/LATAM to solidify our partnership and commitment to the customer while deepening and broadening our relationships in the account.
• Support the evolution and implementation of a segmentation strategy to determine the appropriate investment of time, resources, and engagements to maximize retention and customer growth. Help inform strategies on scaling the customer success business in EMEA/LATAM.
• Lead the development of adoption playbooks with Customer Success Managers focused at maximizing the value of a customer's investment in Informatica.
• Support processes to integrate with Product on Feature Requests and Product Defects. Work cross functionally across Success, Product and Support to achieve positive outcomes for customers.
• Drive operational improvements within in the Customer Success team which streamline processes, leverage automation, and enable scale.
• Partner with the North America (NA) and Asia Pacific Japan (APJ) Customer Success leadership to develop processes across the regions for Customer Success.
• Focus on and deliver operational metrics including NRR, renewal rates, churn and IPU utilization.
• Mentor team members, hire and develop key talent, manage high performance, and create an inclusive team culture across the organization.

What We'd Like to See

• Experience working in a consumption licensing model
• Leadership experience transforming and maturing customer success business processes in a highly dynamic growth environment
• Background in overachievement of KPIs for Customer Success (Adoption, Attrition, Renewal Rates, NRR)
• Experience working in a multi-national, multilingual environment.
• Multilingual candidates are preferred.

Role Essentials

• Prior responsibility for managing a large book of SaaS renewal business
• Experience defining and implementing strategies for a customer-facing team
• Minimum 15+ years of relevant professional experience
• BA/BS or equivalent educational background required
• Organization or Segment Leader

Perks & Benefits

• Comprehensive health, vision, and wellness benefits (Paid parental leave, adoption benefits, life insurance, disability insurance and 401k plan or international pension/retirement plans
• Flexible time-off policy and hybrid working practices
• Tuition reimbursement program to support your and personal growth
• Equity opportunities and an employee stock purchase program (ESPP)
• Comprehensive Mental Health and Employee Assistance Program (EAP) benefit

We're guided by our DATA values and we are passionate about building and delivering solutions that accelerate data innovations. At Informatica, we know diversity drives innovation. We are proud to be an Equal Opportunity Employer dedicated to maintaining a work environment free from discrimination, one where all employees are treated with dignity.

Informatica (NYSE: INFA), an Enterprise Cloud Data Management leader, brings data and AI to life by empowering businesses to realize the transformative power of their most critical assets. We pioneered the Informatica Intelligent Data Management Cloud™ that manages data across any multi-cloud, hybrid system, democratizing data to advance business strategies. Customers in over 100 countries and 85 of the Fortune 100 rely on Informatica. www.informatica.com. Connect with LinkedIn, Twitter, and Facebook. Informatica. Where data and AI come to life.