Senior Customer Success Manager

• Serve as the single point of customer accountability for Signature deliverables, customer experience, renewal, and expansion
• Coordinate deliverables throughout the Signature lifecycle
• Address customer needs and ensure value is delivered through the Signature offer
• Align and manage business and technical stakeholders around business value and technical goals
• Prioritize work, organize tasks, and create basic plans
• 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
• Track usage metrics including opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores
• Develop stakeholder relationships, including executive-level relationships within customer IT and business leadership
• Act as a trusted advisor and apply proven solutions to customer problems
• Drive innovation aligned with customer business challenges
• Increase engagement with products and services and identify barriers to customer success
• Develop strategic success plans for complex problems
• Conduct quarterly feature-usage reviews to drive adoption and ensure platform stability and performance
• Identify underutilized contracted entitlements and align platform features with customer priorities
• Use AI agents for meeting summaries, Q  data collection, health monitoring, and success-plan drafting
• Apply product knowledge to diagnose technical concerns and align platform features with customer priorities and roadmaps
• Monitor technical health, conduct quarterly reviews, identify trends, and provide release recommendations
• Serve as primary interface for major incidents such as checkout failures or email deliverability drops
• Coordinate with Sales, Engineering, and Product Management on customer success and revenue opportunities
• Escalate complex automation, data model, routing, and integration questions to technical resources

• 5-7+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields preferred
• Strong consulting skills
• Demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
• Industry-relevant expertise and understanding of the broad impact of the industry on the customer’s business
• Excellent communication skills and ability to translate technical concepts into business terms
• 3-4 years of experience with deep Salesforce Service Cloud expertise
• Knowledge of Omni-Channel, Service Cloud Voice, Digital Engagement, and Field Service Lightning
• Service Cloud Consultant certification preferred
• Salesforce Admin + Service Cloud Consultant certification preferred
• Data Cloud experience/certification preferred
• Understanding of Service Cloud integrations with telephony, chat, messaging, and self-service portals preferred
• Understanding of Einstein AI for Service preferred
• Prior team-lead, mentor, or management experience preferred
• Ability to use AI agents, natural-language commands, and AI-driven sentiment and intent analysis
• Willingness to pursue Agent blazer training and certifications
• Must work in-office a minimum of three days per week

Demonstrates extensive expertise in Customer Success and Salesforce Service Cloud, with a strong ability to drive business value and facilitate executive-level discussions. Proficient in managing stakeholder relationships and optimizing customer experience through data-driven insights and innovative solutions.

• Salesforce Service Cloud Expertise
• Customer Success Management
• Consulting Skills
• Data Cloud Experience
• Service Cloud Consultant Certification

• Salesforce Service Cloud
• Omni-Channel
• Service Cloud Voice
• Digital Engagement
• Field Service Lightning
• AI Agents
• Data Analysis
• Forecasting
• Pipeline Management
• Technical Problem Diagnosis

• Excellent Communication
• Influencing C-Level Conversations
• Facilitating Discussions
• Handling Objections
• Relationship Building

• Service Cloud Consultant Certification
• Salesforce Admin Certification
• Data Cloud Certification

• Customer Experience
• SaaS
• Business Value
• Stakeholder Management
• Technical Health Monitoring

• Salesforce
• AI-Driven Sentiment Analysis
• Self-Service Portals
• Telephony Integrations
• Chat Integrations