Senior Customer Success Manager – Core Clouds, Sales & Service

Responsibilities

• Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.
• Effectively own the Signature experience across complex, multi-org customers.
• Act as the central resource for the team and the customer, connecting all the dots.
• Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
• Align the Account Success team and internal stakeholders around the customer’s business and technical goals, ensuring value delivery through the Signature offer.
• Design multi-step digital workflows where agents handle repetitive data‑intensive work, freeing the CSM for high‑stakes relationship building.
• Cultivate and maintain relationships with customer IT and business executive leadership.
• Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results.
• Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals.
• Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser‑focused on customer success.

• Experienced business professional, preferably with 5‑6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C‑level.
• Ability to handle objections, navigate complicated discussions, and drive alignment.
• Must demonstrate persistence in the face of adversity and disappointment.
• Ability to clarify roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.
• Cloud/Platform Requirements: 5‑6 years experience supporting customers using Sales Cloud and Service Cloud.
• Certifications:
  
  Sales Cloud Consultant, Service Cloud Consultant, Advanced Administrator.
• Knowledge of advanced features:
  Sales Cloud:
  Sales Engagement, High Velocity Features, Einstein AI (lead/opportunity scoring, forecasting);
  Service Cloud:
  Omni‑Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning, Einstein AI (case routing, chatbots, predictive service).