Overview

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. Innovation is a way of life. We are 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. For our customers who wish to get the most value out of MuleSoft 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 MuleSoft Signature customer organisations. 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 to improve implementation health. This role will also partner across MuleSoft to provide a unified Signature experience for their customers. This role supports our UK Signature customers. Strong problem-solving abilities are necessary for navigating challenges and finding innovative solutions.

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 organisations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the MuleSoft platform by:
• Coordinating the completion of the Signature Success catalog of services as required for your customer.
• Providing timely, proactive MuleSoft 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 MuleSoft’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, 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, MuleSoft or iPaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
• Experience with MuleSoft 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 organisation, including executive and C-level.
• Skills for analysing 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 in London three days a week.

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

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

We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Salesforce believes in equality for all and is committed to creating an inclusive workplace free from discrimination. Know your rights: workplace discrimination is illegal. Our hiring decisions are based on merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, age, disability, veteran status, or other classifications protected by law.