Senior Customer Success Manager, Sales​/Service Clouds

Senior Customer Success Manager, Sales/Service Clouds

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Job Category:
Customer Success

Job Details:

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 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 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 CSM maintains awareness of the customer’s key events, needs, potential risks, and value drivers.

As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.

As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents. The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.

The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.

• 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 organisations 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
• Communicating 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.
• Proactive Support & Enhancement:
  Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Internal Relationship…