Customer Success Manager / Senior Customer Success Manager (Sales/Service Cloud)

OUR MISSION

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action, tech meets trust, and innovation is a way of life. The organization is focused on bettering business and the world through AI, driving workforce transformation in the agentic era through Agentforce.

ABOUT THE ROLE

The Customer Success team within Signature Success is looking for a driven CSM to serve as a primary contact for Salesforce’s largest and highest-profile customers. As a trusted advisor, you will partner with a small number of assigned accounts to improve their technical and operational health, ensuring they realize maximum value from their Salesforce investment while maintaining deep technical understanding of implementation and adoption.

MAIN DUTIES

The candidate will be responsible for the following key objectives:

• Account Management & Accountability: Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, renewal, and expansion.
• Strategic Advising: Help customers achieve business goals by providing timely feature guidance, identifying implementation risks, and acting as an advisor for the adoption of new release schedules.
• Stakeholder Engagement: Cultivate relationships with IT and business executive leadership, and forge strong internal links with Sales, Engineering, and Product Management.
• Incident & Support Management: Act as an advocate for customers during high-severity case triage and serve as a technical interface during major incidents.

ACCOMMODATIONS

Salesforce provides assistance for applicants with disabilities.

• Requests: Applicants requiring assistance can submit requests via the Accommodations Request Form.

REQUIREMENTS

To be successful in this role, candidates should possess:

• Industry Experience: 8+ years of relevant expertise in Technical Customer Success, SaaS platform leadership, Technology Consulting, or Solutions Architecture.
• Communication Skills: Exceptional English communication and presentation skills with the ability to influence at C-level and translate technical concepts into business terms.
• Technical Proficiency: Knowledge of software development processes, design methodologies, and the ability to learn new technologies quickly.
• Ecosystem Knowledge: Preferred 2+ years in the Salesforce Ecosystem and certifications such as Administrator, Service Cloud Consultant, or Sales Cloud Consultant.