Customer Success Manager - Core Clouds

$128,300 - $217,200/Yr

Salesforce - Palo Alto, CA

Full-time - Mid Level

Palo Alto, CA

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. Acting as a trusted advisor, the CSM builds strong relationships with customer organizations, manages expectations during incidents, and coordinates the delivery of Signature Success services. This role requires deep technical knowledge of the Salesforce platform and the ability to work collaboratively with both internal teams and customers to enhance their operational health and achieve business goals.

Responsibilities

• Serve as the single point of customer accountability for Signature deliverables and experience.
• Cultivate and maintain relationships with customer IT and business executive leadership.
• Help customers achieve their business goals on the Salesforce platform by coordinating Signature Success services.
• Provide timely, proactive guidance on Salesforce features relevant to customer interests.
• Advise customers on the adoption of new Salesforce features and identify potential challenges.
• Communicate the value of Signature Success to ensure customer renewals.
• 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, project leadership, or solutions architecture.
• Experience with Salesforce Sales Cloud and/or Service Cloud.
• 4+ years' experience in management consulting services.
• Exceptional communication and presentation skills, with the ability 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.