Senior Customer Success Manager – Core, Sales & Service, Clouds

Responsibilities

• Own the full Signature Success experience for customers, from coordinating entitled deliverables to driving adoption of Sales Cloud and Service Cloud, ensuring measurable business outcomes throughout their lifecycle.
• Build and sustain trusted relationships with business and technical stakeholders, including executive sponsors, translating platform capabilities into strategies that align with each customer's goals and roadmap.
• Monitor platform health, track adoption metrics, and lead proactive reviews that surface release recommendations, flag risks, and protect customers during critical business moments like peak revenue periods.
• Use AI tools and agent-based workflows to streamline success planning, health monitoring, and Q  preparation, and actively develop fluency in autonomous agent capabilities through ongoing learning.

• 8+ years in Customer Success, Account Management, or a strategic customer-facing SaaS role.
• Proven experience managing large, complex enterprise accounts with multiple stakeholders.
• Skilled at facilitating business conversations, handling objections, and influencing stakeholders at all levels, including the C‑suite, in clear and confident terms.
• Experience with adoption and renewal motions in a multi‑product environment.
• Hands‑on experience supporting customers on Sales Cloud and Service Cloud, including core features such as opportunity management, forecasting, case management, and Omni‑Channel routing.
• Salesforce certifications such as Sales Cloud Consultant, Service Cloud Consultant, Administrator, or AI Associate are preferred.
• Experience with Einstein for Sales or Service features, including lead scoring, case classification, and article recommendations.
• Familiarity with how Sales Cloud integrates with marketing automation tools and how Service Cloud connects with telephony, chat, and self‑service portals.
• Experience working on digital transformation or cloud migration initiatives.