Customer Success Manager

About This Role

This role is for a Customer Success Manager who will partner with Salesforce Signature customer organizations to ensure they get the most value from their Salesforce investment. The manager orchestrates all deliverables, coordinates the day-to-day customer experience from onboarding through contract renewal, and develops deep relationships with customer teams. The role also involves collaborating across Salesforce to provide a unified Signature experience.

Responsibilities

• Effectively orchestrate Signature experience across more sophisticated, multi-org, single-cloud customers with single-cloud product expertise and industry-relevant experience
• Align with and lead Business and Technical stakeholders, Account Success team, and other internal partners around customer goals ensuring value is delivered through Signature
• Serve as a single point of customer accountability covering only Signature-entitled customers, building and maintaining strong, trusted relationships with customers
• Drive Customer Success Score metrics for customers and handle Escalations and Red Accounts

Requirements

• Experienced professional with minimum 10+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture
• Knowledge of Salesforce product and platform features, capabilities, and standard methodologies as well as a good understanding of enterprise architecture principles
• Technical expertise with one or more Salesforce clouds (Sales/Service CRM, Agentforce, Data Cloud) in solution design, project delivery, or implementation
• Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers
• Prior Salesforce experience in solution design, implementation, consulting is mandatory
• Experience in running Salesforce related digital transformation program banking and financial services is highly desirable
• Outstanding communication skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influencing at all levels of the organization
• Ability to facilitate difficult discussions and be adept at handling objections

About the Company

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. It is a company where ambition meets action, tech meets trust, and innovation is a way of life. Salesforce is leading workforce transformation in the agentic era, bringing the power of Agentforce to organizations of all sizes.