Senior Customer Success Manager

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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.

The Role
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 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 Senior Customer Success Manager serves as a named resource and partner for our Salesforce Signature customers. 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 expansion. 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 Salesforce to provide a unified Signature experience for customers.

This role will suit candidates capable of engaging with technical engineering stakeholders as well as with senior customer executives.

Responsibilities

• Effectively aligns with and manages both Business & Technical Stakeholders around customer goals ensuring value is delivered through the Signature Success Plan

• Expertise covering multiple Salesforce Clouds as well as industry-relevant expertise

• Single point of customer accountability covering only Signature-entitled customers, building and maintaining strong, trusted relationships

• Authority in orchestrating technical resources & delivering technical information

• Drives Customer Success Score metrics for customers and handles Escalations and Red Accounts
   

Experience and Skills

• Experienced professional of relevant industry expertise in Customer Success, SaaS platform use or Project Leadership, Technology Consulting, and/or Solutions Architecture

• Knowledge of Salesforce or Mulesoft product and platform features, capabilities, and best practices is essential

• Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers

• Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization.

• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections

• Good to have: Understanding of enterprise architecture principles
   

The ideal candidate has a background in managing large, complex enterprise customers in Customer Success or Program Delivery / IT Consulting roles and has strong knowledge of Salesforce's suite of products, strengths with Sales, Service and Mulesoft/API technology. The candidate is able to work and influence multiple stakeholders, businesses and subsidiaries, with a strong capacity to understand and articulate complex and mission critical customer scenarios and customer business impact. They are able to quickly react and respond alongside strength in forward planning and long term thinking.

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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.

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Posting 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 education.