Customer Success Manager; Core - NGO

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Salesforce is the #1 AI CRM, where humans and agents drive customer success together. Here, ambition meets action, tech meets trust, and innovation isn’t a buzzword—it’s a way of life. 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.

Our customers who wish to get the most value out of Salesforce through enterprise and rapid support purchase our Signature Success Plan. With Signature, you unlock the deepest level of partnership, the most skilled expertise, and the tools to stay agile. 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.

Your continual focus on your customers’ business needs helps improve their overall technical and operational health and ensures they realize the maximum value from their Salesforce investment.

• Serve as the single point of customer accountability responsible for orchestrating 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 organizations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the Salesforce platform by executing the Signature Success catalog of services.
• Provide timely, proactive Salesforce feature guidance based on customers’ areas of interest.
• Act as an advisor for adopting new features from Salesforce’s annual release schedules, identifying potential challenges and risks.
• Communicate the value of Signature Success and ensure all collaborators understand this value so customers continue to renew.
• Act as an advocate during the triage and resolution of high‑severity cases to assist with timely resolution.
• May be required for occasional travel to customer sites and may need to be available for some after‑hour or weekend coverage, depending on customer needs.

• Minimum of 8 years of work experience in one or more of Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
• Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform.
• 4+ years’ experience in management consulting services.
• Exceptional communication and presentation skills with demonstrated ability to 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 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 cross‑functional teams to facilitate the resolution or disposition of customer needs or projects.

• Experience working with NGO customers.
• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant).
• Knowledge of Salesforce products, features, capabilities, best use, and how to deploy.
• Experience working with Enterprise‑level customers.

This role is office‑flexible, with the expectation that you will work from a Salesforce office three (3) days per week.

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