Customer Success Manager - Core (Sales & Service) Clouds

The Experience

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations.

The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

We are looking for candidates who have experience supporting customers in one or more of the following industries:

• Financial Services (FINS) – Works with banking, insurance, wealth management, and other financial services organizations to support digital transformation, regulatory compliance, and improved customer and member outcomes through the Salesforce platform. Direct experience with Financial Services Cloud is preferred.

Location

NY Metro preferred

• Health & Life Sciences (HLS) – Collaborates with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform (Direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred).
• Technology Media Telecommunication (TMT) – Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (Direct experience with Media Cloud strongly preferred).

This is an Individual Contributor position.

What You'll Actually Be Doing

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion; coordinate all deliverables the customer is entitled to across the Signature lifecycle; apply the correct processes to address customer needs; identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput.
• Align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer; develop and maintain strong relationships at key stakeholder levels, including executive-level relationships within customer IT and business leadership; act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions; solidify partnership commitments, drive innovation aligned with customers’ business challenges, and identify major political barriers to customer success; partner with Sales, Engineering, Product Management, and more experienced team members to solve complex problems and develop strategic success plans.
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing; share best practices for sales and service process optimization, data quality, and customer experience; drive adoption of Sales and Service Cloud features (and tools like Journey Builder or Commerce Promotions); track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores); proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement; serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) and escalate complex automation, data model, routing, or integration questions to technical resources.
• Use AI to work effectively: automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring; use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans; use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention; actively seek out “Agentblazer” training and certifications; prioritize the most urgent work, form a clear plan for client engagements, communicate proactively, keep the customer goal central to decision-making, and apply product knowledge to ask effective diagnosis questions and align platform features with customer priorities and roadmaps.

You're Our Person If...

Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields, including 3-4 years experience supporting customers using Sales Cloud and Service Cloud.

• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations; excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms.
• Working knowledge of core features (Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards; Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing); understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes; familiarity with Sales Cloud automation (workflows, process builder, flows) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros); ability to demonstrate Lightning Sales/Service Console and mobile app; knowledge of common sales (territory management, lead assignment, opportunity stages) and service (case deflection, knowledge management, multi-channel support) use cases.
• Industry-relevant expertise with an understanding of the broad impact of the industry on the customer’s business; actively seeks out learning activities, approaches obstacles as growth opportunities, and seeks experienced mentors to accelerate personal development.

Even Better If...

• Sales Cloud Consultant and Service Cloud Consultant certifications
• Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).
• Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions).
• Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self-service portals.

Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.