Customer Success Manager

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Job Category
Customer Success

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Mule Soft Signature program delivers the right insights and people at the right time. The Customer Success Manager (CSM) serves as a named resource and partner for the Mule Soft Signature customer organisations, coordinating onboarding through contract renewal and growth opportunities, developing deep relationships, and providing a unified Signature experience across Mule Soft.

The CSM supports our UK Signature customers. Strong problem-solving abilities are necessary for navigating challenges and delivering solutions.

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organisations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the Mule Soft platform by:
• Coordinating the completion of the Signature Success catalog of services as required for your customer.
• Providing timely, proactive Mule Soft feature guidance based on the areas of interest for your customer.
• Acting as an advisor to your customers for the adoption of new features of Mule Soft’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so customers can renew Signature Success.
• Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
• The CSM may be required for occasional travel to customer sites, depending on the customer’s need.

• Minimum of 8 years of work experience in one or more of the following:
  Technical Customer Success, Mule Soft or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
• Experience with Mule Soft and/or a relevant competing platform.
• 4+ years’ experience in management consulting services.
• Excellent communication and presentation skills, with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level.
• Skills for analysing technical concepts, translating them into business terms, and mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Knowledge of software development process and design methodologies.
• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.

Note:

This is an office-flexible role. The expectation is to be in-office in London three days a week.

Accommodations:
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