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Job Category
Customer Success
Job Details
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The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce's largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer's business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.
As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.
CSM Directors will be leading cross-functional initiatives inside matrixed organizations. You will be a mentor and multiplier to those on your accounts and across your team.
As a 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.
Your Impact
- 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 organizations that have purchased Signature.
- Address and resolve customer blocking issues as a leader representing Salesforce
- 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 ensuring all collaborators understand this value so that customers continue to renew Signature Success.
- Implement strategies for Signature Success Plan renewals across teams.
- Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
- Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
- Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
- The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer's need. Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved.
- Serve as Director level escalation and pursue each critical issue as an opportunity to drive the customer relationship.
- Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.
As a Territory or Cloud Manager, monitor key performance indicators across Customer Health, Salesforce Loyalty, Signature Delivery and Attrition/Growth.
Minimum Requirements
- Possess a minimum of 5+ years in leadership roles with direct experience in customer success and team management.
- Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.
- Entrepreneurial and "lead from the front". You're a proven leader and motivator, with deep experience leading technical organizations. You drive results and outcomes while balancing empathy and a people-first culture.
- You have a strong emotional intelligence for customers and deliver customer support like you expect to receive it; with excellence.
- You know what to say and more importantly, how to say it. You have demonstrable experience building strong internal and external relations, and influence outcomes and leverage relationships.
- Familiarity with Salesforce's product offerings, services, and the larger industry landscape.
Preferred Qualifications & Skills
- Experience with Salesforce Core Clouds (Sales/Service/Experience)
- 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: Administrator, Consultant, Email Specialist, Engagement Consultant).
- Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
- Experience working with Enterprise-level customers.
Note: This role is office-flexible, and the expectation is to be in office three days per week (Chicago or Indianapolis or Dallas or Austin or Atlanta).
Accommodations
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. 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. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
For New Jersey based roles, the base salary hiring range for this position is $ to $.