Customer Success Manager, Data Cloud

$128,300 - $217,200/Yr

Salesforce - Chicago, IL

Full-time - Mid Level

Chicago, IL

Publishing Industries

About the position

As a Customer Success Manager (CSM) at Salesforce, you will be the primary point of contact for our customers who have purchased the Signature Success Plan. Your role is to build strong relationships with customer organizations, ensuring they derive maximum value from their Salesforce investment. You will manage customer incidents, provide proactive guidance on Salesforce features, and coordinate the delivery of services to enhance customer satisfaction and success. This position is crucial in supporting our largest and most strategic customers in leveraging AI capabilities through Data Cloud, ultimately driving their business goals and outcomes.

Responsibilities

• Serve as the single point of customer accountability for orchestration of all Signature deliverables, experience, and renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers.
• Coordinate the completion of the Signature Success catalog of services as required for your customer.
• Provide timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
• Act as an advisor for the adoption of new features of Salesforce's annual release schedules, identifying 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 work experience in Technical Customer Success, SaaS platform use, project leadership, Technology Consulting, or Technical Solutions Development.
• Exceptional communication and presentation skills, with the ability to influence effectively at all organizational levels, 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 and vice versa.
• Knowledge of software development processes and design methodologies.
• Experience leading cross-functional teams to resolve customer needs or projects.

Nice-to-haves

• Knowledge of Salesforce products and features, capabilities, and best practices for deployment.
• Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant) are a plus.
• Experience with modern cloud data platforms (Snowflake, Databricks, Big Query, RedShift) and data analytics tools (Tableau, Looker, Power BI).
• Familiarity with data programming models (DataFrames, pandas) and AI technologies (Python, R, Jupyter Notebooks, machine learning).
• Experience working with Enterprise-level customers.

Benefits

• Competitive salary range of $128,300 to $217,200 based on location and experience.
• Incentive compensation and equity opportunities.
• Comprehensive health insurance and wellness programs.
• Flexible work environment with office presence required 3 days a week.
• Employee resource groups and inclusive benefits.
• Commitment to equality and diversity in the workplace.