Customer Success Manager, Director

$183,600 - $266,300/Yr

Salesforce - Indianapolis, IN

Full-time - Mid Level

Indianapolis, IN

Publishing Industries

About the position

As a Customer Success Manager (CSM) at Salesforce, you will serve as a trusted advisor and partner for customer organizations, focusing on enhancing their experience with Salesforce's products and services. Your role will involve building strong relationships with customers, understanding their business needs, and ensuring they derive maximum value from their Salesforce investment. You will manage customer incidents, drive success strategies, and collaborate with internal teams to deliver a unified Signature experience, particularly during critical peak events.

Responsibilities

• Serve as a named resource and partner for Salesforce's customer organizations.
• Forge deep relationships with customers and account teams.
• Maintain awareness of key events, needs, potential risks, and value drivers for customers.
• Act as a point of contact for major customer incidents, managing expectations and communications through resolution.
• Drive the Success Strategy including Product Consumption and Value delivery to Business Units at large Enterprise Technology Customers.
• Use multi-cloud expertise to orchestrate Signature experience across strategic customers.
• Develop relationships with Influential Customer Executives to drive a Business Unit level Product Consumption model.
• Articulate the value derived from the Customer's usage of Products to Customer Executives.
• Align with Business and Technical stakeholders, Account Success team, and internal partners around customer goals.
• Drive Customer Success Score metrics and handle escalations.

Requirements

• 9+ years of relevant industry expertise in Customer Success, SaaS platform use, project leadership, Technology Consulting, or Solutions Architecture.
• Knowledge of Salesforce product and platform features, capabilities, and standard methodologies.
• Strong consultative skills and proven results as a Trusted Advisor to drive business value for customers.
• Executive-level interpersonal skills and ability to drive effective conversations at the C-Level.
• Ability to facilitate difficult discussions and handle objections.
• Degree or equivalent experience required.

Nice-to-haves

• Experience with Salesforce and/or a competing platform.
• 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 bootcamp.
• Sandler Sales Training.
• Volunteer Opportunities.