Customer Success Manager

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.

For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
Your Impact   Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organisations that have purchased Signature.
Help your customers achieve their business goals and outcomes on the Salesforce platform by:
Coordinating the completion of the Signature Success catalog of services as required for your customer.
Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
Communicate the value of Signature Success.
Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer’s need.

Minimum Requirements   Minimum of 7 years of work experience in one or more of the following:
Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.

Experience with Salesforce Marketing Cloud and/or a relevant competing platform.
4+ years’ experience in management consulting services, Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level.
Skills for analysing technical concepts and translating them into business terms and mapping business requirements into technical features.
Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
Knowledge of software development process and design methodologies.
Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
Preferred Requirements   

Experience with Salesforce Marketing Cloud and/or Commerce Cloud, and/or a competing platform (i.e. Shopify, Adobe, Marketo, etc.).
Salesforce product certifications are a plus (AI Specialist, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email…