Customer Success Manager - Core Clouds

$128,300 - $217,200/Yr

Salesforce - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Publishing Industries

About the position

The Customer Success Manager (CSM) at Salesforce is responsible for serving as a trusted advisor and partner for customer organizations that have purchased the Signature Success Plan. This role focuses on building strong relationships with customers, understanding their business needs, and ensuring they derive maximum value from their Salesforce investment. The CSM orchestrates all Signature deliverables, manages customer incidents, and provides proactive guidance on Salesforce features, while also acting as an advocate for customers during issue resolution.

Responsibilities

• 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.
• Help customers achieve their business goals on the Salesforce platform by coordinating the completion of the Signature Success catalog of services.
• Provide timely, proactive Salesforce feature guidance based on customer interests.
• Act as an advisor for the adoption of new Salesforce features and identify potential challenges and risks.
• Communicate the value of Signature Success and ensure all collaborators understand this value for customer renewals.
• Advocate for customers during the triage and resolution of high-severity cases.

Requirements

• Minimum of 8 years of work experience in 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 the ability to influence effectively at all organizational levels.
• Skills for analyzing technical concepts and translating them into business terms.
• Ability to explain complex technical concepts in business-friendly terms to customers.
• Knowledge of software development processes and design methodologies.
• Experience leading cross-functional teams to resolve customer needs or projects.

Nice-to-haves

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

Benefits

• World-class enablement and on-demand training.
• Exposure to executive thought leaders.
• Clear path to promotion with accelerated leadership development programs.
• Weekly 1:1 coaching with leadership.
• Fast Ramp mentorship program.
• Week-long product boot camp.
• Sandler Sales Training.