Salesforce
SaaS
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Manager at Salesforce. Skills: Customer Success, Salesforce, AI, Stakeholder Management. Serve as single point of customer accountability. Deliver all Signature deliverables”
Industry & Context.
Consulting skills and demonstrated ability to drive business value; Handle objections; Influence C-level conversations; Apply proven solutions to their problems; Solve complex problems
What They're Looking For.
Must Have
4+ years of relevant industry expertise in Customer Success in highly complex customer accounts within the SaaS industry, Consulting skills, Demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations, Industry expertise and understanding of the broad impact of the industry on the customer’s business, Excellent communication skills to articulate technical issues to diverse audiences, Ability to translate technical concepts into business terms, Actively seek out relevant learning activities, Approach obstacles as growth opportunities, Seek experienced mentors to accelerate personal development, Experience supporting customers using Sales Cloud and/or Service Cloud, Working knowledge of core Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards, Working knowledge of core Service Cloud features: Cases, Knowledge, Queues, Service Console, Omni-Channel routing, Understanding of sales and customer service processes, including lead-to-cash, opportunity management, pipeline management, case management, escalations, and SLA management, Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes), Familiarity with Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros), Ability to demonstrate Lightning Sales Console, Lightning Service Console, and mobile app, Knowledge of common sales use cases (territory management, lead assignment, opportunity management, pipeline management, case management, escalations, and SLA management), Knowledge of common service use cases (case deflection, knowledge management, multi-channel support), Salesforce Certified Administrator (or within 90 days)
Nice to Have
Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)
What You'll Do.
Serve as single point of customer accountability
Deliver all Signature deliverables
Manage overall customer experience
Drive renewal and expansion
Coordinate all customer entitlements
Oversee experience throughout Signature lifecycle
Apply correct processes to address customer needs
Ensure value is delivered through Signature offer
Align and manage Business and Technical Stakeholders
Align Business Value and Technical Goals
Prioritize urgent work activities
Organize tasks to avoid missing key steps
Create basic plans to focus time
Take responsibility for assigned tasks
Use internal resources to increase effectiveness
Rely on managers or mentors for guidance
Develop and maintain relationships at key stakeholder levels
Cultivate executive-level relationships
Act as a trusted advisor
Gain trust through mutual goals
Understand customer's business model
Apply proven solutions to customer problems
Solidify partnership commitments
Drive innovation aligned with customer challenges
Increase customer engagement with products
Identify major political barriers to customer success
Partner with experienced team members
Solve complex problems
Develop strategic success plans
Monitor and conduct quarterly reviews
Provide tailored release recommendations
and feature enhancement
Act as primary point of contact for major incidents
Ensure timely communications and resolution of issues
Forge multidisciplinary relationships
Lead and coordinate customer relationships
Form a clear plan for client engagements
Communicate clearly and proactively with collaborators
Keep customer goal central to decision-making
Use AI agents to automate routine tasks
Monitor AI agent performance
Use AI-driven sentiment and intent analysis
Flag early customer concerns for human intervention
Seek out 'Agentblazer' training and certifications
Apply product knowledge and expertise
Address technical concerns
Ask effective diagnosis questions
Align platform features with customer priorities
Align platform features with customer roadmaps
How You'll Work.
Team & Collaboration
Align with and manage both Business and Technical Stakeholders; Partner with more experienced team members; Forge multidisciplinary relationships with Sales, Engineering, and Product Management; Communicate clearly and proactively with collaborators
Communication Scope
Excellent communication skills to articulate technical issues to diverse audiences; Ability to translate technical concepts into business terms; Communicate clearly and proactively with collaborators
Process & Methodology
Create basic plans to focus time, Organize tasks to avoid missing key steps, Form a clear plan for client engagements
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. * Location: Auckland only **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. **Role Summary** The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer prio
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