Customer Success Manager - Core; Sales & Service Clouds - HLS

Overview

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. The CSM acts 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).

Individual Contributor

• Serve as the single point of customer accountability responsible for delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
• Share best practices for sales and service process optimization, data quality, and customer experience.

• Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams.
• Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores).
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.
• Solidify partnership commitments and drive innovation aligned with customers’ business challenges.
• Increase customer engagement with products and services and identify major political barriers to customer success.
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
• Identify under utilization of contracted entitlements (e.g., messaging volume or GMV tiers) 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 initial health monitoring.
• Prompt Engineering Basics:
  Ability to 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 sentiment and intent analysis to flag early customer concerns for human intervention.
• Collaborative Learning:
  Actively seek out “Agent blazer” training and certifications to stay current on autonomous agent capabilities.
• Learning & Development:
  Apply product knowledge and expertise to address technical concerns, ask effective diagnosis questions, and align platform features with customer priorities and roadmaps.
• Proactively…