Customer Success Manager, Senior Manager - Core Clouds; Sales & Service

Role Overview

The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi‑org Signature customers. This role acts as a primary strategic partner who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment.

• Strategic Accountability and Account Leadership:
  Define ROI‑based engagement, ensuring all activities translate into tangible value.
• Complex Program Management:
  Own the Signature experience across multi‑org customers, integrating priorities and timelines into success plans.
• Resource Mobilization:
  Central resource for the team and customer, drawing expert resources as needed.
• Engagement Charter:
  Craft a clear charter with specified goals and metrics.
• Business Value Integration:
  Align the Account Success team and internal stakeholders around the customer’s business and technical goals.
• Agentic Workflow Design:
  Design digital workflows that free CSMs for high‑stakes relationship building.
• ROI Segmentation (Human vs. AI):
  Determine which segments or tasks require high‑touch coverage versus AI support.
• Trusted Advisory and Executive Influence:
  Cultivate relationships with customer IT and business executive leadership.
• Complex Navigation & Consensus Building:
  Navigate organizational dynamics to achieve results and influence stakeholders.
• Business Insight:
  Use Salesforce knowledge with business insight to deliver recommendations and advance goals.
• Customer Advocacy:
  Amplify the voice of the customer within internal teams.
• Solution & Industry Expertise:
  Maintain deep knowledge of Salesforce’s major solutions and industry insights.
• Mentorship & Development:
  Support team members’ growth and contribute subject‑matter expertise.
• Risk Management & AI Governance:
  Identify problems, guide customers through governance frameworks, and implement safety‑by‑design principles.
• Root Cause Analysis:
  Use AI tools for pattern recognition and generate RCA reports.

• 5‑6 years of relevant experience in Customer Success, SaaS platform use, or strategic consulting.
• Exceptional communication, presentation, and influencing skills at all levels, including executive and C‑level.
• Strong ability to handle objections, navigate complex discussions, and drive alignment.
• Experience supporting customers using Sales Cloud and Service Cloud for 5‑6 years.
• Certifications required:
  Sales Cloud Consultant, Service Cloud Consultant, Advanced Administrator.
• Knowledge of advanced Sales Cloud features (Sales Engagement, High‑Velocity Features, Einstein AI) and Service Cloud features (Omni‑Channel, Service Cloud Voice, Digital Engagement, Field Service Lightning, Einstein AI).

• Additional Salesforce product certifications (AI Associate, Platform App Builder, Data 360 Specialist, Agent blazer, CPQ Specialist, Field Service Consultant, Slack).
• Experience with Einstein for Sales and Service.
• Strong understanding of Sales Cloud and Service Cloud tactics and Service Cloud integrations.
• Knowledge of Financial Services Cloud and related capabilities.
• Experience supporting enterprise sales organizations and complex sales processes.
• Understanding of MEDDIC, Challenger, Solution Selling, ITIL, and customer‑success frameworks.
• Knowledge of Agentforce SDR & Service Agent and AI‑powered selling/service capabilities.

The role is office‑flexible; expectation is to be in‑office at least three (3) days per week.

If you need a reasonable accommodation during the application or recruiting process, please submit a request via the Accommodations Request Form.

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All decisions are based on merit, competence, and qualifications without regard to protected classifications.