Customer Success Manager, Director

Job Category

Customer Success

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Role Description

The Customer Success team within Signature Success is looking for a driven Customer Success Manager, Director to serve as a primary point of contact for Salesforce's largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer's business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Customer Success Manager, Director maintains awareness of the customer's key events, needs, potential risks, and value drivers. Customer Success Manager, Directors lead cross-functional initiatives inside matrixed organizations. You will be a mentor and multiplier to those on your accounts and across your team. In this role, you will act as a trusted advisor, forging deep relationships with your customers and account teams to build a strong track record in customer success. You will develop an extensive technical understanding of their Salesforce implementation, using this knowledge and superb communication skills to translate business needs into effective solutions. By sharing best practices and encouraging the adoption of proactive services, you will optimize their platform and ensure they are set up for success, providing special care during critically important peak events. Furthermore, you will serve as the main technical interface for your customers, acting as the point of contact for any major incidents by owning expectations and communications through to resolution. This requires close collaboration with both internal and external stakeholders, including partners and ISVs, to fully address customer needs.

Your Impact

• Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer 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 that 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.
• The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer's need.

Minimum Requirements

• Significant amount of experience with Complex, Enterprise Accounts in one or more of the following roles:
• Saas/Technical Customer Success or Transformation Program Leadership
  • Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture
• ARR responsibility of accounts above $30M+
• Strong experience orchestrating teams of 5+ account-based Success resources, including ownership of strategic account planning and execution
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects
• Direct responsibility for customer outcomes and KPIs across multiple business units and subsidiaries
• Telecommunications industry Leadership and governance over multiple complex, mission critical upgrades or migrations
• Salesforce SaaS products and solutions (Sales, Service & Data Cloud) experience is highly preferable
• Experience with Data & AI use case ideation, delivery, and consumption-based models is a must
• Exceptional 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 both analyzing technical concepts and translating them into business terms and for 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.
• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)

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

Benefits

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

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Equal Opportunity Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. At Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.