Customer Success Manager, Senior Manager

Customer Success Manager, Senior Manager

Apply for the Customer Success Manager, Senior Manager role at Salesforce
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Our customers who want to obtain the most value out of Salesforce through enterprise and rapid support purchase our Signature Success Plan. With this plan you unlock deep partnership, top expertise, and tools to stay agile. As a Customer Success Manager, Senior Manager (CSM), you will serve as a named partner for Salesforce’s customer organizations. You will be a trusted advisor, forging deep relationships with customers and account teams, and maintaining awareness of key events, needs, potential risks and value drivers.

With a continual focus on customers’ business needs, you will help improve their overall technical and operational health, enabling them to realize the maximum value from their Salesforce investment. You will act as the primary point of contact for any major customer incidents, managing expectations and communications through the resolution of such incidents. These activities enable proactive success through platform optimization, especially during critical peak events.

The role requires deep technical knowledge of the Salesforce platform and the ability to collaborate closely across internal and external teams to deliver a unified Signature experience.

• Single Point of Accountability:
  Orchestrate Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion.
• Customer Advocacy:
  Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities.
• Success Strategy Execution:
  Launch and execute Customer Success Plans; renew and expand across customers.
• Issue Resolution:
  Proactively manage risks and urgent escalations, partnering with internal Salesforce teams to swiftly resolve challenges.
• Insights and Innovation:
  Monitor market and customer trends.
• Health Monitoring:
  Track and communicate customer health metrics, customer success scores, and overall loyalty insights.

• Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).
• 8+ years in Customer Success, Technical Account Management, Consulting, or equivalent experience.
• Demonstrated ability to work with C‑level executives and lead conversations at the intersection of technology and business outcomes.
• Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies.
• Deep understanding of Salesforce’s ecosystem, products, and best practices.
• Proven track record leading large, cross‑functional teams to drive customer success.
• Exceptional communication, presentation, and influence skills at all organizational levels.
• Experience managing escalations and resolving critical customer situations.
• Degree or equivalent relevant experience required. Experience will be evaluated based on core proficiencies for the role (e.g., extracurricular leadership roles, military experience, volunteer roles, work experience).

• Salesforce
  
  Certifications:
  
  AI Associate, AI Specialist, Administrator, Advanced Administrator, Data Cloud Consultant, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant.
• Knowledge of modern cloud data platforms (Snowflake, Databricks, Big Query, Red Shift) and AI tools (Python, R, Jupyter).
• Passion for helping customers drive business outcomes through AI, automation, and data.
• Previous experience working with enterprise customers and scaling innovation initiatives.

This role is office‑flexible, with the expectation that you will work from a Salesforce office three (3) days per week.

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to shape the future and redefine what’s possible for yourself, for AI, and the…