Customer Success Manager

As a Customer Success Manager (CSM), you will occasionally act as a point of contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents. The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.

• Serve as the single point of customer accountability responsible for the orchestration of 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 customer organisations 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 for your customer.
  • Providing timely, proactive Salesforce feature guidance based on areas of interest for your customer.
  • Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer’s implementation.
  • Communicating the value of Signature Success and ensuring all collaborators understand this value so that customers continue to renew.
  • Acting as an advocate for customers during the triage and resolution of high‑severity cases to assist with the timely resolution of these issues.
  • Conducting quarterly reviews, identifying trends, and providing tailored release recommendations to ensure stability, performance, and feature enhancement.
  • Building strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
  • Being available for occasional after‑hour or weekend coverage depending on the customer’s need.
  • Anticipating and adapting to role changes per evolving Salesforce needs.

• Experienced professional with 7+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Consulting, Solutions Development, Technical and/or Solutions Architecture.
• 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, 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 processes and design methodologies.
• Experience leading efforts of cross‑functional teams to facilitate the resolution or disposition of customer needs or projects.
• Proficient in English and Swiss‑German or French.

• +2 years in the Salesforce ecosystem.
• Consumer Goods experience preferred.
• Salesforce product certifications are a plus (Administrator, Service Cloud Consultant, Sales Cloud Consultant, Data Cloud Consultant).
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
• Salesforce Certified Agentforce Specialist.
• Degree or equivalent experience required. Experience will be evaluated based on the strengths needed for the role (e.g., demonstrated behaviors in previous jobs, extracurricular leadership roles, military experience, volunteer roles, work experience).

This position will require you to work from your local Salesforce office 3 days a week.

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form.

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.