Senior Customer Success Manager, Sales/ Service Cloud

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 just a buzzword – it’s a way of life. 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.

About the Role

As a Customer Success Manager (CSM), you will serve as the named resource and partner for Salesforce customers. You are a trusted advisor forging deep relationships with customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. You will help improve customers’ overall technical and operational health, ensuring they realize maximum value from their Salesforce investment. You will serve as the primary point of contact for major incidents, managing expectations and communications through resolution.

Your Impact

• Serve as the single point of customer accountability responsible for all Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with customers’ IT and business executive leadership, sponsors, and decision makers.
• Help customers achieve their business goals on the Salesforce platform by coordinating Signature Success services, providing proactive feature guidance, and advising on adoption of new releases.
• Communicate the value of Signature Success and ensure collaborators understand this value to secure renewals.
• Advocate for customers during triage and resolution of high‑severity cases to ensure timely resolution.
• Occasional travel to customer sites may be required, and after‑hour or weekend coverage may be necessary depending on customer needs.

Minimum Requirements

• 8+ years of experience in Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, or solutions architecture.
• Experience with Salesforce Sales Cloud or Service Cloud (or a relevant competing platform).
• 4+ years in management consulting services.
• Exceptional communication and presentation skills with the ability to influence at all organizational levels, including C‑level.
• Ability to analyze technical concepts and translate them into business terms, mapping requirements into technical features.
• Knowledge of software development process and design methodologies.
• Experience leading cross‑functional teams to resolve or disposition customer needs or projects.

Preferred Requirements

• Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant).
• Knowledge of Salesforce products and features, best use cases, and deployment strategies.
• Experience working with Enterprise‑level customers.

Note

Office‑flexible: Expect to be in the office 3 days per week.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support your balance, and our AI agents accelerate your impact so you can do your best. Together we bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

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

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We believe in equality for all and strive to create an inclusive workplace free from discrimination. Recruitment, hiring, promotions, compensation, benefits, training, and all other employment practices are based on merit, competence and qualifications without regard to protected characteristics.