Customer Success Manager

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category
Customer Success

Job Details

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.

The Role: Customer Success Manager on the Signature Success Plan

Salesforce Korea Customer Success Group (CSG) is the most crucial strategic partner in our customers' digital transformation journey with Salesforce. We provide Operational and Technical Leadership to ensure our customers maximize the Return on Investment (ROI) from their Salesforce platform and achieve innovative business results.
A Customer Success Manager is a key role within CSG, who takes a senior technical success lead role, dedicated to supporting the most strategic customers who have Signature Success Plan. Leveraging over 8 years of deep Technical Expertise, you will technically manage the customer's Salesforce Operational Experience and Success Journey. Critically, you will align with Salesforce's Agentic Enterprise Initiative to spearhead customer platform utilization optimization and intelligent automation strategies.
We are looking for a genuine Talent for Customer Success with Salesforce Solutions and Initiatives who maximizes customer's Salesforce utilization, strategically manages the Customer Success Score, and leads the customer to the pinnacle of success.

Key Responsibilities

• Account Success Management: Technically manage and oversee the customer's entire Utilization Experience post-Salesforce adoption, ensuring the realization of value promised through the Signature Success Plan offering.
• Customer Journey and Experience Management (CX Orchestration): Understand the customer's overall business processes and technology roadmap, proactively design and manage the entire lifecycle that connects the Salesforce solution to the customer's tangible business value.
• Agentic Enterprise Initiative Application Leadership: Define and drive the utilization and operational aspects of Agentic Enterprise with 'Humans with AI Agent' within the Salesforce Platform to accelerate the customer's transition to an intelligent enterprise, supporting their business goals.
• C-Level Strategic Partnership: Build strong, trusted relationships with the customer's IT and business Executive Leadership, serving as a Trusted Technical Advisor to directly influence platform operation and utilization strategy.
• Technical Utilization Optimization and Customer Success Score Management : Regularly conduct in-depth Technical Health Checks of the customer's Salesforce operating environment (Org) and lead Optimization strategies to maximize platform performance and stability. Continuously monitor and analyze the key metrics, including the Customer Success Score and Adoption/Utilization rates, providing technical insights to strategically lead the customer's success journey progression.
• Risk Management and Performance Maximization: Proactively identify potential technical and operational risks that hinder the customer's achievement of stated business goals, establishing and executing preemptive mitigation plans to ensure successful outcomes.
• Proactive Innovation Proposal: Identify customer growth potential and, when appropriate, proactively recommend additional Salesforce services, consulting, and new technology adoption (e.g., Agentforce, Data Cloud, Slack) to foster continuous innovation.

• This role requires a minimum of 8 years of in-depth experience, with a strong emphasis on technical leadership and operational problem-solving skills.
• 8+ years of professional experience in Enterprise SaaS, CRM or Cloud Computing areas focused on Technical Account Management, Operational Consulting, Platform Optimization, or complex IT/Digital Transformation Post-Sales Delivery.
• Ability to effectively present best practices for Operational Stability, Technical Health Checks, Platform Best Practices, and Governance and Change Management in a Salesforce environment to business and IT leaders.
• Deep hands-on understanding of Salesforce products and platform features, particularly within Sales, Service, Marketing Cloud, or Industries, and the ability to apply this knowledge to the operational environment. Understanding of complex system integration and data modeling from an operational perspective is essential.
• Practical understanding of AI, Machine Learning, and Automation concepts that comprise the Agentic Enterprise, and knowledge of the processes for operating and utilizing these within the Salesforce Platform.
• A high degree of understanding of core business processes (Sales, Service, Marketing, etc.), enabling the connection of technical solution utilization to business outcomes.
• Fluent business communication skills in both Korean and English.

• Possession of multiple Salesforce Certifications(Administrator, Consultant, or Architect Track)and knowledges/skills related to Salesforce Platform and Key Solutions.
• In-depth knowledge/experience of the Technical Project Management, Technical Support Engineering or Software Development Lifecycle or (e.g. coding experience useful, but not required).
• Deep technical understanding of the underlying technologies used in Cloud Computing environments (DB, Application, Network Technology). (e.g., database concepts and SQL, Multi-Tenancy structure).