Customer Success Manager - Core; Sales & Service Clouds

Overview

About Salesforce:
Salesforce is a leading AI CRM. We seek Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and upholding Salesforce's core values.

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high‑value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM identifies and addresses both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

• Health & Life Sciences (HLS) – Collaborates with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform (direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred).
• Technology Media Telecommunication (TMT) – Works with technology companies, telecommunications providers, media organizations, and high‑tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (direct experience with Media Cloud strongly preferred).

This is an Individual Contributor position.

• Customer Accountability and Value Alignment: Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate Deliverables: Oversee the experience throughout the Signature lifecycle.
• Value Delivery: Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Stakeholder Management: Align with Business and Technical Stakeholders, focusing on Business Value and Technical Goals.
• Planning: Prioritize urgent work activities, organize tasks to avoid missing key steps, and create basic plans while taking responsibility for assigned tasks.
• Resource Utilization: Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
• Enablement Sessions: Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni‑channel routing.
• Best Practices: Share best practices for sales and service process optimization, data quality, and customer experience.

• Adoption & Relationships: Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams; develop and maintain relationships at key stakeholder levels including executive relationships within customer IT and business leadership.
• Analytics & Advisory: Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, CSAT scores).
• Trusted Advisor: Act as a trusted advisor by understanding the customer's business model and applying proven solutions to their problems.
• Partnership & Innovation: Solidify partnerships and drive innovations aligned with customers' business challenges; increase customer engagement and identify barriers to success.
• Collaboration & Reviews: Partner with more experienced team members to solve complex problems and develop strategic success plans; conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions.
• Platform Alignment: Identify under utilization of contracted entitlements and align platform features with customer priorities to increase throughput.

• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, Q  data collection, and health monitoring.
• Prompt Engineering Basics: Use natural‑language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
• AI Engagement Monitoring: Use AI‑driven…