Customer Success Manager

About the job

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. Who We Are We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place. Position Description 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 the Salesforce Signature customer organizations. 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 their customers. Responsibilities • Effectively orchestrates Signature experience across more sophisticated, multi-org, single-cloud customers with single-cloud product expertise and industry-relevant experience • Aligns with and leads Business and Technical stakeholders, Account Success team, and other internal partners around customer goals ensuring value is delivered through Signature • Single point of customer accountability covering only Signature-entitled customers building and maintaining strong, trusted relationships with customers • Drives Customer Success Score metrics for customers and handles Escalations and Red Accounts Preferred Qualifications And Skills • Experienced professional with 10+ years 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 standard methodologies as well as a good understanding of enterprise architecture principles • Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers • Outstanding communication skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influencing at all levels of the organization • Ability to facilitate difficult discussions and be adept at handling objections • Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.) • Ability to calculate & articulate business value and ROI on the products implemented and demonstrate the same to customers Required Skills • Certified Salesforce Administrator, Sales Cloud, Service Cloud is a must. Knowledge of other CRM products would be an added advantage • Knowledge of SDLC lifecycle, Agile methodologies is a must. Certification would be a value add • Project or Program management skill or certification would be a value add. • Proven knowledge of one Industry or domain expertise (Manufacturing/Finance/Consumer Goods/Retail/Automotive/Professional Serv etc..) higher preference to Finance Industry candidature. However other industries will also be considered. Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Requirements

• Customer Success
• SaaS
• Project Leadership
• Technology Consulting
• Solutions Architecture

Qualifications

• 10+ years of relevant industry expertise

Preferred Technologies

• Customer Success
• SaaS
• Project Leadership
• Technology Consulting
• Solutions Architecture

About the company

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.