Overview

Senior Customer Success Manager, Sales/ Service Cloud. For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

This role is a Customer Success Manager (CSM) who serves as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. With a continual focus on customers’ business needs, you help improve their overall technical and operational health, enabling them to realize the maximum value from their Salesforce investment. You act as a point of contact for major customer incidents, managing expectations and communications through resolution. The CSM collaborates across internal and external teams to provide a unified Signature experience and support optimization, especially during critical peak events.

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 customers achieve their business goals on the Salesforce platform by: coordination of the Signature Success catalog of services as required, proactive feature guidance based on areas of interest, and adoption guidance aligned with Salesforce release schedules; identify challenges and risks to the customer’s implementation.
• Communicate the value of Signature Success and ensure all collaborators understand this value to support renewal.
• Advocate for customers during triage and resolution of high-severity cases to support timely resolution.
• Occasional travel to customer sites and possible after-hour or weekend coverage depending on customer needs.

Minimum Requirements

• Minimum of 8 years of work experience in one or more of: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
• Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform.
• 4+ years’ experience in management consulting services.
• Exceptional communication and presentation skills with demonstrated ability to influence at all levels of the organization, including executive and C-level.
• Skills for analyzing technical concepts and translating them into business terms; 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 processes and design methodologies.
• Experience leading cross-functional teams to resolve customer needs or projects.

Preferred Requirements

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

Note: This role is office-flexible, and the expectation is to be in office 3 days per week.

Other

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

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