Customer Success Manager

About the role

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

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.

This role is office-flexible, and the expectation is to be in office 3 days per week.

What You'll Actually Be Doing

Serve as the single point of accountability for all Signature deliverables, the customer experience, and renewal and expansion, aligning business and technical stakeholders to the Signature offer

Build strong relationships with key stakeholders, including executives in customer IT and business leadership, and act as a trusted advisor who applies proven solutions to customer problems

Monitor customer health, run quarterly reviews, and recommend releases and platform features that match customer priorities and roadmaps

Act as the primary point of contact for major incidents, and partner with Sales, Engineering, and Product Management to drive customer success and revenue opportunities

You're Our Person If

3-4 years of relevant experience in Customer Success, SaaS platform use, or related fields

Strong consulting skills, with the ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations

Excellent communication skills, with the ability to translate technical concepts into business terms for diverse audiences

Working knowledge of Sales Cloud features, sales processes, and automation, including leads, opportunities, forecasting, pipeline management, territory management, and flows

Even Better If

Proficiency using AI agents for tasks such as meeting summaries, QBR data collection, and health monitoring, plus ongoing Agentblazer training and certifications

Salesforce certifications such as AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, or Data Cloud Specialist

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

Accommodations Request Form.

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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.