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
For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Customer Success Manager serves as a named resource and partner for our Salesforce Signature customers. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers' team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Salesforce to provide a unified Signature experience for customers.

This role will suit candidates capable of engaging with technical engineering stakeholders as well as with senior customer executives.

Responsibilities

• Effectively aligns with and manages both Business & Technical Stakeholders around customer goals ensuring value is delivered through the Signature Success Plan
• Expertise covering multiple Salesforce Clouds as well as industry-relevant expertise
• Single point of customer accountability covering only Signature-entitled customers, building and maintaining strong, trusted relationships
• Authority in orchestrating technical resources & delivering technical information
• Drives Customer Success Score metrics for customers and handles Escalations and Red Accounts

• Experienced professional of relevant industry expertise in Customer Success, SaaS platform use or Project Leadership, Technology Consulting, and/or Solutions Architecture
• Knowledge of Salesforce product and platform features, capabilities, and best practices is essential
• Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers
• Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization.
• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections
• Good to have: Understanding of enterprise architecture principles