Customer Success Manager - Mulesoft

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.

Responsibilities

Develop and manage relationships with key customer business and IT partners to understand their top business goals and priorities, act as an internal authority on your customer's key value drivers and needs, and act as an internal point of contact on your customer to internal team members.
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

Reinforcing to your customer the value in the implementation of technical recommendations for improvement based on Proactive Monitoring guidance

Communicate the value of Signature Success. Be accountable for ensuring all stakeholders understand this value so that customers continue to renew Signature Success.
During infrastructure service degradations or disruptions that occur during normal business hours, provide regular updates and communications to key customer contacts. Partner with internal teams like Signature Support delivery and the Critical Incident Center for after-hours coordination. Following infrastructure incidents that impact customers, supervise the internal root cause analysis efforts to provide the customer a description of the cause and future prevention actions.
Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

Technical requirement

• Expertise in Mulesoft or TIBCO OR Boomi is required
• Flexibility in terms of AMER Shifts is required
• 5+ years proven ability building or supporting enterprise-grade Java-based or Integration or API Management systems such as Mulesoft involving cloud providers
• Demonstrable understanding of HTML, CSS, and JavaScript.
• Deep knowledge of Internet technologies and protocols such as TLS, HTTP , REST, Webservices, firewalls, web servers, proxy servers
• Experience in Connectivity with Enterprise SaaS solutions such as Salesforce, Netsuite, Workday etc
• In-depth knowledge of database concepts and data management (RDBMS) and SQL.
• Experience in troubleshooting container and container management technologies such as Docker / Kubernetes.

This position will require you to work from your local Salesforce office 3 to 4 days a week.

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Client-provided location(s): Mexico City, Mexico

Job ID: Salesforce-JR326813

Employment Type: FULL_TIME

Posted: 2026-02-05T19:56:10