Senior Customer Success Manager, MuleSoft – CPG/ Retail Industries

We are looking for a seasoned Customer Success Manager to partner with our enterprise MuleSoft Signature customers in the Consumer Goods (CPG) and Retail sectors. The role is based in London, UK, and requires a flexible office presence three days a week.

Responsibilities

• Serve as the single point of customer accountability for the orchestration of all Signature deliverables, experience, renewal, and expansion.
• Build and maintain relationships with customer IT and business executive leadership, sponsors, and decision makers within customer organizations that have purchased Signature.
• Co‑ordinate the completion of the Signature Success catalog of services as required for your customer.
• Provide timely, proactive MuleSoft feature guidance based on the areas of interest for your customer.
• Act as an advisor for the adoption of new MuleSoft features and identify potential challenges and risks to the customer’s implementation.
• Communicate the value of Signature Success and be accountable for ensuring all collaborators understand this value so customers can renew Signature Success.
• Advocate for customers during triage and resolution of high‑severity cases to assist with the timely resolution of these issues.
• Occasional travel to customer sites may be required depending on the customer’s need.

Background and Qualifications

• Experience within the Consumer Goods (CPG) or Retail sector as a customer, partner, or vendor is favourable.
• Minimum 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 of experience in management consulting services.
• Excellent communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C‑level.
• Ability to analyse technical concepts, 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 facilitate resolution or disposition of customer needs or projects.

Benefits and Flexibility

This is an office‑flexible role at Salesforce. The expectation is to be in‑office in London three days a week.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via the Accommodations Request Form. We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme and are committed to an inclusive recruitment process.

Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We are committed to providing an inclusive recruitment process and 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.