Customer Success Manager, Retail Industry

Location: Greater London

## Customer Success Manager, Retail Industry Apply remote type:
Office
- Flexible locations:
United Kingdom
- London time type:
Full time posted on:
Posted Todayjob requisition :
JR347811
* To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
* Job Category Customer Success Job Details
**** About Salesforce
**** 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.
** Overview of the Role
** The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary point of contact for Salesforce's largest and highest-profile customers. You will partner with a small portfolio of assigned accounts, maintaining a continual focus on customers' business goals to improve their overall technical and operational health and help them realise maximum value from their Salesforce investment.
As a trusted advisor, you will build a track record in customer success through excellent communication and extensive knowledge of the Salesforce platform — translating business needs into solutions. You will forge strong relationships with customers and account teams, develop a deep technical understanding of their Salesforce implementation, and champion proactive services and best practices. These activities will enable you to proactively set customers up for success through platform optimisation, with particular care during critically important peak events.
You will occasionally act as a point of contact during major incidents, owning customer expectations and communications through to resolution. The CSM acts as the technical primary interface on behalf of customers, working closely across internal and external collaborators — including partners and ISVs — to address customer needs.
The ideal CSM has an extraordinary focus on customer success, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys building relationships, has excellent collaboration skills, and can learn new technologies quickly.
** Responsibilities
* ** Serve as the single point of customer accountability, responsible for orchestrating all Signature deliverables, experience, renewal, and expansion
* Build and maintain stakeholder relationships with IT and business executive leadership, sponsors, and decision-makers within customer organisations that have purchased Signature
* Help customers achieve their business goals and outcomes on the Salesforce platform by:  + Coordinating the completion of the Signature Success catalogue of services  + Providing timely, proactive Salesforce feature guidance aligned to customer areas of interest  + Advising on the adoption of new Salesforce features across annual release schedules and identifying potential implementation risks
* Communicate and demonstrate the value of Signature Success, ensuring all collaborators understand it so customers continue to renew
* Advocate for customers during the triage and resolution of high-severity cases to support timely resolution
* Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement
* Build strong cross-functional relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities
* Occasionally be available for after-hours or weekend coverage depending on customer need
* Adapt to evolving role requirements in line with Salesforce's strategic direction
**…