Customer Success Manager - Core Clouds

$128,300 - $217,200/Yr

Salesforce - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Publishing Industries

About the position

The Customer Success Manager (CSM) at Salesforce is responsible for ensuring that customers maximize the value of their Salesforce investment through expert guidance and support. This role involves building strong relationships with customer organizations, acting as a trusted advisor, and managing customer incidents to enhance their overall experience with Salesforce's Signature Success Plan. The CSM will coordinate deliverables, provide proactive feature guidance, and advocate for customers during issue resolution, all while maintaining a focus on the customers' business goals and outcomes.

Responsibilities

• Serve as the single point of customer accountability for Signature deliverables and experience.
• Cultivate and maintain relationships with customer IT and business leadership.
• Help customers achieve their business goals on the Salesforce platform.
• Coordinate the completion of the Signature Success catalog of services for customers.
• Provide timely, proactive Salesforce feature guidance based on customer interests.
• Advise customers on the adoption of new Salesforce features and identify potential challenges.
• Communicate the value of Signature Success and ensure collaborators understand this value.
• Advocate for customers during the resolution of high-severity cases.

Requirements

• Minimum of 8 years of work experience in Technical Customer Success, Salesforce CRM, or SaaS platform use.
• Experience with Salesforce Sales Cloud and/or Service Cloud.
• 4+ years' experience in management consulting services.
• Exceptional communication and presentation skills, able to influence 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.
• Knowledge of software development processes and design methodologies.
• Experience leading cross-functional teams to resolve customer needs.

Nice-to-haves

• Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant).
• Knowledge of Salesforce products, features, and best practices.
• 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.