Customer Success Manager

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Job Category

Customer Success

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. Innovation isn’t a buzzword - it’s a way of life.

As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce's customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. You will help to improve your customers’ overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment.

You will act as a point of contact for any major customer incidents.

• Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the Salesforce platform by coordinating the completion of the Signature Success catalog of services as required.
• Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
• Act as an advisor to your customers for the adoption of new features of Salesforce annual release schedules and identifying potential challenges and risks to your customer’s implementation.
• Communicate the value of Signature Success and ensure all collaborators understand this value so that customers continue to 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.
• Occasional travel to customer sites may be required. Availability for after‑hours or weekend coverage may be needed depending on the customer’s needs.

• Minimum of 8 years work experience in Technical Customer Success, Salesforce CRM, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• Experience with Salesforce Sales Cloud and/or Service Cloud, and/or relevant competing platforms.
• 4+ years of experience in management consulting services.
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C‑level.
• Skills for analyzing technical concepts and translating them into business terms and for 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 resolution or disposition of customer needs or projects.
• Preferred Requirements:
  • Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud Suite, Data Cloud).
  • Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
  • Experience working with Enterprise-level customers.

Note:

This role is office‑flexible, and the expectation is to be in office 3 days per week.

We provide world‑class enablement and on‑demand training. Exposure to executive thought leaders and a clear path to promotion with accelerated leadership development programs. Weekly 1:1 coaching, fast ramp mentorship, product bootcamp, Sandler Sales Training, volunteer opportunities, and a 1:1:1 model focused on giving back to the community.

Accommodations are available for applicants with disabilities. Please submit a request via the Accommodations Request Form.

Salesforce is an Equal Employment Opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or veteran status. Salesforce will not pay any third‑party agency or headhunter unless a signed agreement is in place.