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 Role Responsibilities The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager CSM to serve as a primary contact point for Salesforce s largest and highest-profile customers You will have responsibility for partnering with a small number of assigned accounts maintaining a continual focus on the customer s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment The Customer Success Manager maintains awareness of the customer s key events needs potential risks and value drivers As a trusted advisor the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions You will forge relationships with your customers and account teams develop a deep technical understanding of their Salesforce implementation share standard methodologies and adoption of proactive services These activities will enable you to proactively set the customer up for success through optimization of the platform with special care during critically important peak events 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 The ideal CSM has an extraordinary focus on the success of the customer is an exceptional communicator exhibits professionalism is dedicated to meeting and exceeding expectations enjoys forming relationships has excellent collaboration skills and has the ability to learn new technologies quickly Your Impact Function as the Marketing Cloud Subject Matter Expert SME for the technical and operational configuration and needs of the customer Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables experience and renewal and expansion Cultivate and maintain stakeholder relationships with the customer s IT and business executive leadership sponsors and decision-makers within customer organizations that have purchased Signature Help your customers achieve their business goals and outcomes on the Salesforce Marketing 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 Communicate the value of Signature Success Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues Proactive Support Enhancement Conduct quarterly reviews identify trends and provide tailored release recommendations to ensure stability performance and feature enhancement Internal Relationship Building Forge strong multidisciplinary relationships with Sales Engineering and Product Management to lead and coordinate customer relationships for success and revenue opportunities The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer s need Evolution of Roles Anticipate and adapt to role changes per evolving Salesforce needs Minimum Skills Experienced professional with 10 years of relevant industry expertise in Technical Customer Success Customer Success Manager SaaS platform use or project leadership Technology Consulting Technology Solutions Development Technical and or Solutions Architecture Hands-on Implementation experience in Salesforce Marketing Cloud is a must have Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization including executive and C-level Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features Ability to explain complex technical concepts in business-friendly terms to customers then explain customer needs to internal partners Coordinate and work closely with high volume events and or key events for the customer Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects Preferred Requirements Salesforce product certifications are mandatory Marketing Cloud Administrator Marketing Cloud Consultant Marketing Cloud Account Engagement Specialist Marketing Cloud Email Specialist Good to have B2C Commerce Data Cloud Consultant Datorama TRAI registration processes external integrations SAP Domains Authentication Predictive Intelligence Deep understanding of Marketing Cloud marketing automation personalization advertising and or marketing platforms Deep understanding of Digital Marketing processes challenges and trends Knowledge of Salesforce Marketing Cloud features and applications and able to articulate the value and how a Customer can benefit from Signature Success for Marketing Cloud Knowledge of Salesforce product suite and features capabilities best use and how to deploy including knowledge of the Salesforce platform and ecosystem Degree or equivalent experience required 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 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 Accommodations If you require assistance due to a disability applying for open positions please submit a request via this 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