Customer Success Manager

Job Category
Customer Success

About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and 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.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and 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, keeping an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.
These activities will let you proactively set the customer up for success through adjustment of the platform, with special care during critically important peak events. This will need deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.

Your Impact

• Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations 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 the 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.
• Communicate the value of Signature Success. Be accountable for making sure all collaborators understand this value so that customers continue to renew Signature Success.
• Act as an advocate for customers during the triage and resolution of high severity cases to help with the timely resolution of these issues.
• The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.

Requirements

• Minimum of 8 years work experience in one or more of the following: Technical Customer Success, Salesforce CRM, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• Experience with Salesforce Sales Cloud and/or Service Cloud, and/or relevant competing platforms.
• 4+ years of experience in management consulting services.
• 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 both analyzing technical concepts and translating them into business terms and for 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 efforts of cross-functional teams to help resolution or disposition of customer needs or projects.

Preferred Qualifications (Nice to Have)

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud Suite, Data Cloud).
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
• Experience working with Enterprise-level customers.

Location
This role is office-flexible, and the expectation is to be in office 3 days per week.
Note: This position requires a USA TS/SCI with Polygraph security access level.

Benefits
Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

How to Apply
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Category
Customer Service