Customer Success Manager

Customer Success Manager - Salesforce Core For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled guides, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time – which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. Role Description 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 partner with a small number of assigned accounts, maintain a continual focus on the customer’s business goals, improve their technical and operational health, and help them realize maximum value from their Salesforce investment. The CSM maintains awareness of key events, needs, potential risks, and value drivers. As a trusted advisor, you build a track record in customer success through superb communication, extensive knowledge of the Salesforce platform, and proactive service adoption. You may also act as a point of contact for major incidents, owning expectations and communications through resolution. The role requires close collaboration with internal teams and external partners to address customer needs. Your Impact Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion. Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision‑makers within organizations that have purchased Signature. Help your customers achieve their business goals and outcomes on the Salesforce 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 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 5+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture. Exceptional English 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 analyzing technical concepts, translating them into business terms, and 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. Knowledge of software development process and design methodologies. Experience leading efforts of cross‑functional teams to facilitate the resolution or disposition of customer needs or projects. Preferred Requirements +2 years in the Salesforce Ecosystem. Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant). Knowledge of Salesforce products and features, capabilities, best use, and how to deploy. Degree or equivalent experience required. Experience will be evaluated based on the strengths you bring to the role (e.g., demonstrated behaviors in previous jobs, extracurricular leadership, military experience, volunteer roles, work experience). This position will require you to work from your local Salesforce office 3 to 4 days a week. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other Industries IT Services and IT Consulting #J-18808-Ljbffr