Customer Success Manager, Digital

Salesforce - Indianapolis, IN

Full-time - Mid Level

Indianapolis, IN

Publishing Industries

About the position

The Customer Success Manager (CSM) for Digital at Salesforce is responsible for ensuring that customers maximize the value of their Salesforce investment through the Signature Success Plan. This role involves building deep relationships with customers, managing expectations during incidents, and providing proactive guidance on Salesforce features. The CSM will focus on driving customer advocacy, reducing attrition, and collaborating with Digital Sales partners to enhance customer success and satisfaction.

Responsibilities

• Serve as the single point of customer accountability for Signature deliverables and renewals.
• Cultivate and maintain relationships with the customer's IT and business executive leadership.
• Coordinate the completion of the Signature Success catalog of services for customers.
• 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.
• 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 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 at all organizational levels.
• Skills in 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

• Experience with Salesforce Marketing Cloud and/or Commerce Cloud.
• Salesforce product certifications (e.g., AI Associate, Administrator, Advanced Administrator).
• Knowledge of Salesforce products, features, and best practices.
• Experience working with Enterprise-level customers.

Benefits

• Flexible work environment with office presence required 3 days a week.