Customer Success Manager

About Salesforce

Salesforce is the leading AI CRM, where human agents collaborate to drive customer success. Here, ambition turns into action, technology meets trust, and innovation is a fundamental aspect of our culture. As the workplace evolves, we are on the lookout for passionate Trailblazers who aim to enhance businesses and society using AI, promote innovation, and uphold Salesforce's core values.

Join us on your journey at the forefront of workforce transformation, where Agentforce represents the future of AI, and you embody the future of Salesforce.

About MuleSoft, a Salesforce Company

MuleSoft's mission is to empower organizations to innovate and adapt swiftly by simplifying the connection of applications, data, and devices. Companies such as Spotify, McDonald's, and Unilever depend on MuleSoft to remain agile, accelerate delivery, and maximize IT investments with API-led connectivity.

Our top priority is to hire exceptional talent to build a remarkable company together, ensuring an equal opportunity workplace where everyone is encouraged and inspired to excel. Our commitment to cultivating a supportive culture has earned us accolades as the #1 Top Workplace in the Bay Area and recognition as a best place to work for six consecutive years.

Role Description

The Customer Success Manager acts as a dedicated partner for MuleSoft Signature customers, ensuring they derive maximum value supported by expert insights. Your responsibilities will include orchestrating the customer's Signature experience, from onboarding through contract renewal and identifying growth opportunities. You’ll build strong relationships with the customers' teams while utilizing your industry knowledge to enhance implementation health.

Your Impact:

• Serve as the primary accountability point for all Signature deliverables, ensuring seamless experience, renewal, and expansion.
• Maintain and develop stakeholder relationships with customer IT and business leadership, sponsors, and decision-makers.
• Support customers in achieving their business objectives on the MuleSoft platform by:
  • Coordinating the delivery of the Signature Success catalog of services.
  • Providing proactive guidance on MuleSoft features relevant to your customer’s interests.
  • Advising on new features from MuleSoft's annual release schedules, identifying potential challenges and risks.
• Clearly communicate the value of Signature Success to ensure collaborative understanding for renewals.
• Act as a customer advocate during high-severity case resolution, facilitating timely issue resolution.
• Occasional travel to customer sites may be required, along with after-hour availability as necessary.

Minimum Requirements:

• At least 8 years of work experience in Technical Customer Success, particularly with MuleSoft or similar platforms, project leadership, and technology solutions development.
• Experience with MuleSoft or a competitive iPaaS platform.
• 4+ years of experience in management consulting services.
• Exceptional communication and presentation skills to engage effectively with executive-level and C-level stakeholders.
• Ability to interpret technical concepts into business terms and transform business requirements into technical features.
• Proficiency in explaining complex technical concepts to customers while articulating their needs to internal teams.
• Understanding of software development processes and design methodologies.
• Experience leading cross-functional teams to address customer needs or project resolutions.

Office Flexibility

Please note that this role is office-flexible, with the expectation to be in the office three days a week if local to an office.

Our Investment in You:

• Comprehensive enablement and on-demand training - explore trailhead.com for a preview!
• Opportunity to interact with executive thought leaders committed to our values.
• Weekly one-on-one coaching with leadership.
• Fast Ramp mentorship program.
• Week-long product boot camp.

Volunteer Opportunities:

Learn about our 1:1:1 model focused on community support; our commitment to giving back has made us and our Trailblazer community leaders in philanthropy, culture, and innovation. Recognized by Forbes as one of the World's Most Innovative Companies and ranked #1 in PEOPLE's Top 15 Companies that Care.

Explore more about our various benefits, including health, financial perks, time-off policies, parental benefits, and discounts at salesforcebenefits.com.

Unleash Your Potential:

At Salesforce, your possibilities for growth are limitless. Our benefits and resources empower you to balance your personal and professional life while our AI agents help you maximize your impact. Together, we aim to harness the power of Agentforce and deliver exceptional customer experiences. Apply now to redefine what's possible for yourself, AI, and the world.

Accommodations:

If you require assistance during the application or recruiting process, please submit a request via the Accommodations Request Form.

Note:

Salesforce employs AI tools for candidate evaluation but ensures that human judgment guides all selection decisions. For more details on how we use personal data, including the use of AI tools, please refer to our Candidate Privacy Statement.

Posting Statement:

Salesforce is dedicated to maintaining a policy of equal opportunity and non-discrimination for all employees and job applicants. We believe in creating an inclusive workplace where all associates can thrive based on merit, competence, and qualifications, irrespective of race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other legally protected classifications.

The specific compensation for this role in the United States will consider factors such as location, level, job-related knowledge, skills, and experience. Compensation may also include incentive compensation, equity, and benefits. The typical base salary range for this role is $123,100 - $186,300 annually, with specific ranges applicable in locations such as California and New York at $147,400 - $202,600 per year. Your recruiter will provide further details during the hiring process. This range represents base salary only, exclusive of bonuses, incentives, equity, or benefits as applicable.