Customer Succes Manager, Senior Manager-Mulesoft

Role Overview

Senior Customer Success Manager – responsible for driving quantifiable business impact across complex, multi‑org Signature customers. Acts as a primary strategic partner to improve customer adoption, technical health, and overall success.

• ROI‑Driven Engagement – determine engagement cadence based on calculated return on investment.
• Complex Program Management – own the Signature experience, coordinate multiple work streams, and create comprehensive success plans.
• Resource Mobilization – central resource for the team and customer, aligning internal and external stakeholders.
• Engagement Charter – craft clear engagement charter with goals and metrics.
• Business Value Integration – align internal stakeholders around the customer’s business and technical goals.
• Agentic Workflow Design – design multi‑step digital workflows to free up the Customer Success Manager for high‑stakes relationship building.
• Stakeholder Management – cultivate relationships with IT and business executive leadership and influence key stakeholders.
• Business Insight – combine Salesforce knowledge with deep business insight to deliver recommendations.
• Customer Advocacy – amplify voice of customer internally.
• Solution & Industry Expertise – develop strong knowledge of Salesforce solutions and industry insight.
• Mentorship & Development – mentor team members.
• Risk Management – identify and manage risks using escalation playbooks and incident management processes.
• AI Governance – guide customers through governance frameworks and safety‑by‑design principles.
• Root Cause Analysis – uncover root causes and identify new opportunities.

• 5‑6 years of experience in Customer Success, SaaS platform use, or strategic consulting.
• Exceptional communication, presentation, and influencing skills at all levels.
• Persistence and ability to navigate complex discussions.
• Ability to clarify roles and act as a central resource.

• 5‑6 years supporting customers using Mule Soft.
• Deep Mule Soft Anypoint Platform expertise.
• Strong understanding of API‑led connectivity, integration patterns, API management, deployment options.
• Knowledge of Mule Soft+Salesforce integration.
• Experience engaging technical resources for complex integrations.
• Familiarity with integration patterns with enterprise systems (SAP, Oracle, Workday, Service Now).
• Knowledge of Mule Soft RPA capabilities.
• Multiple Mule Soft certifications (Developer + Integration Architect Associate).

Reasonable accommodations can be requested via the Accommodations Request Form.

• Time off programs
• Medical, dental, vision
• Mental health support
• Paid parental leave
• Life and disability insurance
• 401(k) and employee stock purchasing program

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Employees and potential employees are assessed on basis of merit, competence and qualifications without regard to protected classifications. Recruiting, hiring and promotion decisions at Salesforce are fair and based on merit.