Customer Success Manager

Customer Success

Salesforce is the #1 AI CRM where humans with agents drive customer success together. 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.

We are looking for a Senior Customer Success Manager (CSM) to partner with nonprofit and NGO customers, helping them maximize the value of their Salesforce investment. In this role, you will act as a trusted advisor to both business and technical stakeholders, driving platform adoption, operational success, and long‑term customer value.

This is a strategic, customer‑facing role requiring strong Salesforce knowledge, consultative skills, and executive stakeholder management experience.

• Serve as the primary point of accountability for Signature Success customers, ensuring an outstanding customer experience, retention, and growth.
• Build trusted relationships with executive stakeholders, IT leadership, and business teams within nonprofit and NGO organizations.
• Drive customer success through platform adoption, optimization, proactive guidance, and strategic planning.
• Advise customers on Salesforce capabilities, releases, best practices, and potential risks.
• Coordinate Signature Success services and collaborate across internal teams to deliver successful customer outcomes.
• Act as a customer advocate during critical incidents and escalations, ensuring effective communication and timely resolution.
• Support renewal and expansion opportunities by consistently demonstrating customer value.

• 7+ years of experience in Customer Success, Technical Account Management, Salesforce consulting, Solutions Architecture, or SaaS advisory roles.
• Experience with Salesforce Nonprofit Cloud or a comparable CRM platform.
• Strong experience managing enterprise customer relationships and executive stakeholders.
• Ability to translate technical concepts into business‑focused recommendations.
• Excellent communication, presentation, and stakeholder management skills.
• Experience leading cross‑functional collaboration in complex customer environments.

• Experience working with nonprofit organizations or NGOs.
• Consulting or strategic advisory background.
• Fluent in Dutch;
  German is a plus.
• Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, or Service Cloud Consultant.
• Experience supporting enterprise‑level customers in SaaS environments.

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Employees and potential employees 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 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.