Customer Success Manager, Sales​/Service Clouds - German Speaking

Customer Success Manager, Sales/Service Clouds - German Speaking

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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. Innovation isn’t a buzzword – it’s a way of life. Salesforce is leading workforce transformation in the agentic era, driven by AI, and holds its core values at the heart of everything it does.

• Function as the core (Service, Sales & Platform) cloud subject matter expert (SME) for customers.
• Serve as the single point of customer accountability responsible for orchestration of all signature results, experience, and renewal, and expansion.
• Nurture and maintain partner relationships with the customer’s IT and business executive leadership, sponsors, and decision‑makers within customer organizations that have purchased signature.
• Help customers achieve their business goals and outcomes on the Salesforce core platform by:
• Coordinating the completion of the signature success catalog of services as required.
• Providing timely, proactive Salesforce feature guidance based on the areas of interest for the customer.
• Acting as an advisor to customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to implementation.
• Communicating the value of signature success and ensuring all collaborators understand this value so customers continue to renew.
• Acting as an advocate during triage and resolution of high‑severity cases to assist with timely resolution.
• Conducting quarterly reviews, identifying trends, and providing tailored release recommendations for stability, performance, and feature improvement.
• Building internal relationships with sales, engineering, and product management to lead and coordinate customer relationships for success and growth.
• The CSM may be required for occasional travel to customer sites and may need to be available for after‑hour or weekend coverage depending on customer needs.

• Experienced professional with 7+ years of regulated industry expertise in Customer Success Management, SaaS platform use or project leadership, technology consulting, solutions development, or solutions architecture.
• Experience with Salesforce Sales Cloud and/or Service Cloud, or relevant competing platforms.
• Outstanding communication and presentation skills with proven ability to influence at all levels, including executive and C‑level.
• Strong analytical skills translating technical concepts into business terms and mapping business requirements to technical features.
• Ability to explain sophisticated technical concepts in business‑friendly terms to customers, and to convey customer needs to internal partners.
• Proficiency in Swiss‑German and English.
• Experience leading cross‑functional teams to resolve or dispose customer needs or projects.

• Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud, AI Associate).
• Knowledge of Salesforce products, features, capabilities, best use, and deployment.
• Experience working with enterprise‑level customers.
• French and other additional European languages.

Note:

This is an office‑flexible role. The expectation is to be in‑office around three days a week when local to an office.

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.

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