Customer Success Manager, Senior Manager
Spotted 4d agoFull time
What you'll need to apply
Fields this application requires
NameEmailPhoneCountryRésuméWork authorization answerVisa sponsorship answer
Company-specific questions
- Do you have the unrestricted right to work in the country to which you're applying? (You must answer “No” if you are on any visa or possess any government issued work authorization document that has an expiration date; you should answer “Yes” if you have DACA or TPS authorization in the US)
- Government Employment: In the last 5 years, have you been an employee of a U.S. federal, state, or local government, including a "special Government employee" (defined under 18 U.S.C. §202), or a member of the U.S. Armed Services (including Reserve and Guard components)?
- I attest/confirm that I have no post-government employment restrictions currently applicable to me that have not already been addressed or disclosed in the previous questions, OR that if I am aware of any applicable restrictions, I will disclose them to the recruiter if contacted for further processing of my application. If I received written advice from my current or former government employer about work restrictions that are still active, I will provide it to the recruiter if contacted for further processing of my application.
- Are you currently or have you in the past been debarred, suspended, proposed for debarment or declared ineligible for award of a contract by any federal agency?
- As a U.S. company that exports software and technology internationally, we must comply with U.S. export control laws in every country where we operate. The information provided will be used to determine whether we need to obtain an Export Control License for your employment if you are hired. Are you a citizen, national or permanent resident of Iran, Cuba, North Korea or Syria?
- Regarding future positions at Salesforce, please select one of the following options
- I acknowledge that I have read, reviewed and answered the above questions truthfully and accurately. I further understand, and agree, that any offer of employment I may receive from Salesforce is conditional on the truth of the above statements and that, in the event it is subsequently determined that any of the above is inaccurate, any such offer of employment can be rescinded and, in the event I have commenced employment, such employment will be terminated, to the extent permitted by applicable law. Please select "yes" if you acknowledge.
Job description
About this role
Employer-provided description, formatted for easier reading.
The Customer Success Manager, Senior 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:
State, Local Government, and Education (SLED) . This includes working with state and municipal agencies, county and city governments, and K-12 or higher education institutions.
This is an Individual Contributor position.
Your Impact
Customer Accountability and Value Alignment
- 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, overseeing the experience throughout the Signature lifecycle
- Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
- Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
- Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
- Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
- 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
Strategic Advisory and Stakeholder Management
- Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams
- Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores)
- Develop and maintain strong relationships at key stakeholder levels, including cultivating 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 to their problems.
- Solidify partnership commitments and drive innovation aligned with customers' business challenges.
- Increase customer engagement with products and services and identify major political barriers to customer success.
- Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
- Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
- Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput.
Technical Health, Adoption, and Risk Management
- AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
- Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
- AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
- Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.
- Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask ** effective diagnosis questions**, and align platform features with customer priorities and roadmaps.
- 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) to protect peak revenue.
- Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
- Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.
- Escalate complex automation, data model, routing, or integration questions to technical resources
Minimum Requirements
- Experienced business professional, preferably with 5-7+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
- Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
- Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business.
- Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
- Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
Cloud/Platform Requirements included:
- 3-4 years experience with deep Salesforce Service Cloud expertise.
- Knowledge of advanced Service Cloud features: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning.
Preferred Requirements
- Service Cloud Consultant certifications.
- Salesforce Admin + Service Cloud Consultant certification.
- Data Cloud experience/certification.
- Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).
- Understanding of Service Cloud integrates with telephony, chat, messaging, and self-service portals.
- Understanding of Einstein AI for Service (case routing, chatbots, predictive service).
- Prior team-lead, mentor, or management experience
Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.
Interested in this role?Continue on Salesforce's careers page.
Apply on Salesforce