Senior Manager, Customer Success Management

Job Description

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.

For our customers who wish to get the most value out of Salesforce with an enterprise experience, 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 Frontline Senior Manager - Customer success manager ensures that their team of 8-15 Customer Success Managers consistently offers a premium Signature experience to our customers. This role isn't just about leadership it's about encouraging collaboration across various facets of Salesforce, from ensuring efficient allocation of the team to aligning the right resources for customer delivery. Simultaneously, they cultivate valuable executive relationships, handle risk with foresight, and deepen connections with our broader Salesforce teams.

Responsibilities:

- Lead and develop a dedicated team of Customer Success Managers, emphasizing the delivery of our Signature customer experience.

- Ensure efficient allocation of Customer Success Managers and collaborate with delivery leaders to align the best resources for our customers.

- Lead all aspects of the execution of Signature offers for designated clouds, focusing on customer satisfaction and success score metrics.

- Develop executive relationships with customers and assist in handling customer issues and improving the value derived from their Signature investments.

- Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions

- Partner closely with Account Executives and other Salesforce teams, ensuring cohesive relationships.

- Partner with the Renewals team and Success Plan Sales to ensure Signature Success Plan renewals and growth across teams.

- Ensure that team activities adhere to the obligations of the Signature Offer and Account Success goals.

- Cultivate the professional growth of the team in alignment with Account Success and individual career path objectives.

Preferred Qualifications and Skills:

- Successful track record in customer success or related roles, with at least 5 years in a front-line leadership position.

- Demonstrable experience in leading customer success teams, with a focus on customized customer experiences.

- Strong ability to collaborate and drive outcomes across multiple internal teams and external partners.

- Ability to drive effective and influencing conversations at the C-level.

- Facilitate difficult discussions and be adept at handling objections.

- Knowledge in one or more lines of business.

- Proficient in risk management, with a proactive approach to identifying and addressing potential issues.

- Drive important metrics related to Customer Success Score, Customer Satisfaction, and Signature Adoption.

- Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Shifts - Candidate should be comfortable working in AMER shifts (6:30 PM - 3:30 AM) as well.

Learn more about CSG here:

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, and our AI agents accelerate your impact so you can. 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.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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