Customer Success Manager-1

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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.

Customer Success Manager, Taiwan

Location: Taipei, Taiwan

About Salesforce:

At Salesforce, the Customer Company, we're igniting the future of business with the powerful combination of AI, Data, and CRM. Guided by our core values, we empower companies across every industry to break new ground and forge deeper connections with their customers. We're also committed to empowering you, our Trailblazers, to drive your performance, accelerate your career growth, and make a real difference in the world. If you believe business is the ultimate platform for change and in companies doing well by doing good, you've found your home.

Drive Success. Guide Transformation. Deliver Impact

Our most strategic customers invest in Salesforce's Professional Services and our Signature Success Plan-our highest level of partnership. As a Customer Success Manager (CSM), you will be a pivotal part of delivering this premium offering, which is designed to unlock continuous innovation, agility, and enduring value. You'll partner directly with our most critical customers, guiding them on their journey to accelerate business value and achieve success from their investment in Salesforce.

We're searching for a high-energy Customer Success Manager to join our new team in the Taiwan market. You will use your deep business, industry, and product knowledge to build and foster trusted relationships with key stakeholders, ensuring our customers realize the full potential of their Salesforce solutions. This is an opportunity to directly shape how we deliver unparalleled success to our most important customers and help them progress on their digital transformation journey.

If you're a problem-solver who thrives on building strong partnerships, proactively identifying opportunities, and empowering customers to achieve their goals, this is the role for you.

• Customer Advocacy: Partner with customer stakeholders to understand their goals, assess their capabilities, and provide strategic recommendations to help them accelerate their business and technology objectives.
• Strategic Guidance: Serve as a trusted advisor throughout the customer lifecycle, guiding them on best practices for org strategy, governance, and change management.
• Value Realization: Evangelize the full capabilities of Salesforce across all our Clouds and deliver business value by demonstrating how our solutions can solve customers' key business challenges and drive growth.
• Proactive Engagement: Proactively identify risks to a customer's success and work collaboratively with the account team to build and execute a mitigation plan.
• Relationship Building: Cultivate strong, strategic relationships with key stakeholders and executives, ensuring our partnership is solid and their long-term success is a priority.
• Cross-Functional Collaboration: Work seamlessly with Sales, Renewals, Professional Services, and Product teams to align efforts and maximize customer value.

• Relevant Experience: 3+ years of experience in a customer-facing role within enterprise SaaS or cloud technology, preferably in Customer Success.
• Product Expertise: Proven hands-on knowledge of Salesforce products and platform features, with the ability to articulate their value and align them to business priorities.
• Customer-Centric Mindset: Strong consulting skills and a track record of driving business value for customers by acting as a trusted advisor. You excel at navigating difficult conversations and handling objections.
• Business Acumen: A solid understanding of business processes (Sales, Service, Marketing, Support) and how they can be enhanced by business applications and automation.
• Communication & Influence: The ability to drive effective and influencing conversations at all levels, including with C-suite executives. You are skilled at delivering compelling presentations and fostering positive relationships.
• Regional Market Understanding: Fluency in Chinese and Business-level English are essential. Experience operating within Taiwan markets is highly desired.
• Resilience & Agility: You remain calm and effective under pressure and can adapt quickly to changes in a fast-paced environment.

• 客戶擁護者： 與客戶的關鍵決策者合作, 了解他們的目標、評估其能力, 並提供策略性建議, 幫助他們加速達成商業與技術目標。
• 策略性指導： 在整個客戶生命週期中, 擔任客戶的信任顧問, 就組織策略、治理與變革管理提供最佳實務指導。
• 價值實現： 傳遞 Salesforce 所有雲端產品的完整功能與價值, 透過展示我們的解決方案如何解決客戶的關鍵商業挑戰並推動成長, 來實現商業價值。
• 主動參與： 主動發掘可能影響客戶成功的風險, 並與客戶團隊協作, 共同制定並執行應對計畫。
• 關係建立： 與客戶的關鍵決策者和高階主管建立強而有力的策略性關係, 確保我們的夥伴關係穩固, 並將他們的長期成功視為首要任務。
• 跨部門協作： 與業務、續約、專業服務與產品團隊無縫協作, 協調各方努力並最大化客戶價值。

• 相關經驗： 擁有超過 3 年企業級 SaaS 或雲端技術領域的客戶服務經驗, 具客戶成功經理經驗尤佳。
• 產品專業知識： 具備 Salesforce 產品和平台功能的實戰知識, 能夠清晰地闡述其價值並將其與商業優先事項對齊。
• 以客為尊的思維： 具備強大的顧問能力, 並有透過擔任信任顧問為客戶創造商業價值的成功經驗。您擅長應對困難的對話與處理異議。
• 商業敏銳度： 對於商業流程 (銷售、服務、行銷、支援) 以及如何透過商業應用程式與自動化來優化這些流程有著紮實的理解。
• 溝通與影響力： 具備在各個層級進行有效溝通與發揮影響力的能力, 包含與高階主管進行對話。您擅長提供引人入勝的簡報, 並培養正向的合作關係。
• 在地市場理解： 中文流利, 商務英文能力為必備。擁有在台灣市場運營的經驗尤佳。
• 韌性與敏捷性： 您能在壓力下保持冷靜與高效, 並能快速適應快節奏環境中的變化。