Salesforce
AI CRM
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Customer Success Manager at Salesforce. Skills: Customer Success Management, Salesforce platform expertise, Relationship building, Technical understanding, Communication. Serve as a primary contact point for Salesforce’s largest and highest-profile customers. Partner with a small number of assigned accounts”
What You'll Achieve.
Improve their overall technical and operational health; Realize the maximum value out of their Salesforce investment; Help your customers achieve their business goals and outcomes on the Salesforce Marketing platform; Ensure stability, performance, and feature enhancement; Lead and coordinate customer relationships for success and revenue opportunities
Industry & Context.
Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features
Occasionally be available for some after-hour or weekend coverage depending on the customer’s need
What They're Looking For.
Must Have
5+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture, Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level, Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features, Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners, Coordinate and work closely with high volume events and/or key events for the customer, Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects
Nice to Have
+2 years in Salesforce Ecosystem, Salesforce product certifications are a plus, Knowledge of Salesforce Core Cloud features and applications and able to articulate the value and how a Customer can benefit from Signature Success, Knowledge of Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem
What You'll Do.
Serve as a primary contact point for Salesforce’s largest and highest-profile customers
Partner with a small number of assigned accounts
Maintain a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment
Maintain awareness of the customer's key events
Build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions
Forge relationships with customers and account teams
Develop a deep technical understanding of their Salesforce implementation
Share standard methodologies
and adoption of proactive services
Proactively set the customer up for success through optimization of the platform
with special care during critically important peak events
Occasionally act as a point of contact for any major incidents
owning the customer’s expectations and communications through the resolution of such incidents
Act as the technical main interface on behalf of our customers
Work closely across both internal and external collaborators
including partners and ISVs
as required to address the customer needs
Function as the Core Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer
Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables
Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership
and decision-makers within customer organizations that have purchased Signature
Help customers achieve their business goals and outcomes on the Salesforce Marketing platform
Coordinate the completion of the Signature Success catalog of services as required for your customer
proactive Salesforce feature guidance based on the areas of interest for your customer
Act as an advisor to customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation
Communicate the value of Signature Success
Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success
Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues
Conduct quarterly reviews
and provide tailored release recommendations to ensure stability
and feature enhancement
Forge multidisciplinary relationships with Sales
and Product Management to lead and coordinate customer relationships for success and revenue opportunities
Anticipate and adapt to role changes per evolving Salesforce needs
How You'll Work.
Team & Collaboration
Work closely across both internal and external collaborators, including partners and ISVs; Forge multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities
Communication Scope
Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level; Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners
Process & Methodology
Project leadership, Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects
Full Job Description
_To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts._ Job Category Customer Success Job Details ****About Salesforce**** Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce’s largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers. As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with specia
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