Customer Success Manager, Digital

Customer Success Manager, Digital

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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 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.

We are the future of AI, and you are the future of Salesforce.

As a Customer Success Manager (CSM) for Digital Signature customers, you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor forging deep relationships with your customers and account teams, maintaining awareness of key events, needs, risks, and value drivers. With a continual focus on your customers’ business needs, you will help improve their overall technical and operational health, enabling them to realize maximum value from their Salesforce investment.

You will act as a point of contact for major customer incidents, managing expectations and communications through resolution.

• Serve as the single point of customer accountability responsible for 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.
• Help customers achieve their business goals and outcomes on the Salesforce platform by:
• Coordinating the completion of the Signature Success catalog of services as required.
• Providing timely, proactive Salesforce feature guidance based on customer interest.
• Acting as an advisor for adopting new Salesforce features, identifying potential challenges and risks.
• Communicate the value of Signature Success and ensure all collaborators understand this value to support renewal.
• Act as an advocate for customers during triage and resolution of high severity cases to assist with timely resolution.
• Occasional travel to customer sites and possible after‑hour or weekend coverage may be required.

• Minimum of 8 years work experience in one or more of the following:
  Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, or Technical and/or Solutions Architecture.
• Exceptional communication and presentation skills with demonstrated ability to influence effectively at all levels, including executive and C‑level.
• Ability to analyze technical concepts and translate them into business terms, and map business requirements into technical features.
• Knowledge of software development process and design methodologies.
• Experience leading cross‑functional teams to resolve or disposition customer needs or projects.

• Experience with Salesforce Marketing Cloud and/or Commerce Cloud or a competing platform (e.g., Shopify, Adobe, Marketo).
• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud Administrator, Marketing Cloud Consultant, Email Specialist, Engagement Consultant).
• Knowledge of Salesforce products, features, capabilities, and best use for deployment.
• Experience working with Enterprise‑level customers.

This role is office‑flexible, with the expectation that you will work from a Salesforce office (Seattle/Bellevue, Chicago, Indianapolis, or Atlanta) three days per week.

If you require assistance due to a disability applying for open positions, please submit a request via our Accommodations Request Form.

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We assess all employees and potential employees on the basis of merit, competence, and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, marital status, political viewpoint, or other classifications protected by law.

Our benefits include time‑off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. For Washington and Illinois roles, the base salary hiring range for this position is $133,400 to $223,700. Certain roles may be eligible for incentive compensation, equity, and benefits.