Senior Customer Success Manager, Mulesoft – CPG/Retail Industries

Job Category: Customer Success. Employment type: Full‑time. Seniority level: Mid‑Senior.

Location: London, England, United Kingdom. Office‑flexible – expected to be in‑office 3 days a week.

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. 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.

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 customers 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 customers’ need.

Your Background

• Experience within the Consumer Goods (CPG) or Retail sector either as a customer, partner or vendor is favourable.
• 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.

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.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that is inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.