Customer Success Manager, Senior Manager - Core Clouds; Sales & Service

About the Role

The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers. This role acts as a primary strategic partner who maintains a continual focus on the customer's business goals to improve adoption, technical health, and expertise to realize maximum value from their Salesforce investment.

The Senior Manager integrates multiple products or processes to create effective customer solutions and ensures seamless delivery of all necessary deliverables to advance the customer's core business goals.

• Technology Media Telecommunication (TMT) – Works with technology companies, telecommunications providers, media organizations, and high‑tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (Direct experience with Media Cloud strongly preferred).
• Health & Life Sciences (HLS) – Collaborates with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform (Direct experience with Health Cloud preferred).

This is an Individual Contributor position.

• ROI‑Driven Engagement:
  Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.
• Complex Program Management:
  Effectively own the Signature experience across complex, multi-org customers. Organise information across multiple work streams and integrate customer priorities and timelines into comprehensive success plans.
• Resource Mobilisation:
  Act as the central resource for the team and the customer, connecting all the dots. Proactively take ownership of customer needs and draw expert resources into situations as required.
• Engagement Charter:
  Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
• Business Value Integration:
  Align the Account Success team and internal stakeholders around the customer's business and technical goals, ensuring value delivery through the Signature offer.
• Agentic Workflow Design:
  Design multi‑step digital workflows where agents handle repetitive data‑intensive work, freeing the CSM for high‑stakes relationship building.
• ROI Segmentation (Human vs. AI):
  Determine which customer segments or tasks require high‑touch human coverage versus "always-on" AI support.

• Advanced Stakeholder Management:
  Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport.
• Complex Navigation:
  Navigate the customer's and Salesforce's internal organizational dynamics to achieve results. Drive consensus with collaborators and influence key internal and external stakeholders to engage in the process.
• Business Insight:
  Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer's core business goals. Adapt established solutions to solve complex customer problems.
• Customer Advocacy:
  Effectively amplify the voice of the customer with internal teams to ensure the organisation remains laser‑focused on customer success.
• Solution & Industry Expertise:
  Develop a strong working knowledge of Salesforce's major solutions and a "sales pitch" understanding of the rest. Leverage industry insight to position customers for future success.
• Mentorship & Development:
  Demonstrate a growth mindset by pursuing challenging learning activities. Mentor team members to help accelerate their personal development and contribute subject‑matter expertise internally within Salesforce.

Domain Expertise and Ri