Customer Success Manager

• Mule Soft

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.

About Mule Soft, a Salesforce Company

Our mission is to help organizations change and innovate faster by making it easy to connect the world's applications, data, and devices. Companies like Spotify, Mc Donald's, and Unilever rely on Mule Soft to stay agile, deliver faster, and make the most of their IT investment with API-led connectivity. Hiring exceptional people who want to build a great company together is our number one priority, and we're committed to providing an equal opportunity workplace where everyone is supported and inspired to do their best work. We work tirelessly to build this culture, and we're proud to have been named the #1 Top Workplace in the Bay Area and a best place to work 6 years in a row.

Role Description

For our customers who wish to get the most value out of Mule Soft with an enterprise experience and the fastest support delivered by our most skilled experts, 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. The Customer Success Manager serves as a named resource and partner for the Mule Soft Signature customer organizations. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through signature contract renewal and growth opportunities. They develop deep relationships with their customers' team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Mule Soft to provide a unified Signature experience for their customers.

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 customer organizations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the Mule Soft platform by:
• Coordinating the completion of the Signature Success catalog of services as required for your customer.
  • Providing timely, proactive Mule Soft 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 Mule Soft'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 can 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

• Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, Mule Soft or i PaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
• Experience with Mule Soft and/or a relevant competing platform.
• 4+ years' experience in management consulting services
• Excellent 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.

Note: This is an office-flexible role. The expectation is to be in-office 3 days a week when local to an office

Our Investment In You

• World-class enablement and on-demand training - check out trailhead.com for a sneak peek!
• Exposure to executive thought leaders with a passion for living our values
• Weekly 1:1 coaching with your leadership
• Fast Ramp mentorship program
• Week-long product boot camp

Volunteer Opportunities

Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back has helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World's Most Innovative Companies; according to Forbes, we are #1 in PEOPLE's Top 15 Companies that Care and are on Fortune's Change the World list. Values create value. Our values helped drive our revenue to $13.28 billion in fiscal year 2019.

Benefits

We have a public-facing website that explains our various benefits for:

• Health benefits
• Financial benefits and perks
• Time off and leave policies
• Parental benefits
• Perks and discounts
• Visit salesforcebenefits.com for the full breakdown

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

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Equal Opportunity Employer Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that 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. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and all other aspects of employment.