Salesforce
Technology
SeniorManager,CustomerSuccessManagement,Technical(PeopleManager)
Neural analysis suggests this role is
optimal for Manager candidates.
“Senior Manager, Customer Success Management, Technical (People Manager) at Salesforce. Skills: Customer Success Management, Technical leadership, People management. Directly manage team of 8–15 Technical CSMs. Serve as primary people manager”
What You'll Achieve.
Accelerate customer value; Accelerate customer ROI; Increase platform health; Increase customer satisfaction; Increase customer retention; Grow Salesforce footprint; Drive measurable outcomes for customers; Ensure excellent delivery of Signature Success Plan entitlements; Drive deeper Salesforce adoption; Ensure Signature Success Plan renewals; Drive growth across assigned customer accounts
Industry & Context.
Technical escalations; Complex customer challenges; Root cause analysis
What They're Looking For.
Must Have
7+ years enterprise software experience, 7+ years Salesforce platform experience, 7+ years solution architecture experience, 7+ years cloud technologies experience, 7+ years systems integration experience, 7+ years enterprise SaaS platforms experience
Nice to Have
Salesforce certifications preferred, Cloud certifications preferred
What You'll Do.
Directly manage team of 8–15 Technical CSMs
Serve as primary people manager
Provide day-to-day guidance
Build psychologically safe
Enable high performance and belonging
Conduct career development conversations
Partner with recruiting teams to hire
Ensure effective onboarding and enablement
Ramp new hires effectively
Ensure team delivers Signature Success Plan obligations
Maintain high standards of quality
Monitor customer portfolio health
Use Customer Success Score
Use platform adoption data
Use Salesforce Loyalty
Proactively identify high-risk accounts
Escalate high-risk accounts
Support team in navigating technical escalations
Support team in navigating complex customer challenges
Coordinate with senior leadership
Coordinate with engineering teams
Coordinate with product teams
Foster executive relationships with customers
Engage with technical stakeholders
Engage with business stakeholders
Demonstrate value of Signature
Drive deeper Salesforce adoption
Recommend solution paths
Guide customers on solution paths
Align solutions with business objectives
Provide technical offer ideas
Address root causes of business challenges
Address root causes of technical challenges
Support team in building partnerships
Partner with Account Executives
Partner with Renewals teams
Partner with Professional Services
Partner with other Salesforce teams
Align on customer strategy
Align on customer growth opportunities
Ensure CSM-to-customer allocation compliance
Manage coverage with capacity planning peers
Utilize internal Customer Success management platforms
Run business with data-driven rigor
Track health indicators
Track renewal pipeline
Be accountable for Signature Success Plan renewals
Be accountable for growth across accounts
Analyze performance data
Analyze customer feedback
Share insights with Director-level leadership
Share insights with OU leadership
Stay current on Salesforce platform capabilities
Stay current on new products
Stay current on AI/Agentforce innovations
Stay current on integration
Enable team to apply technical knowledge
Leverage technical expertise to guide team
Deliver platform assessments
Deliver architecture guidance
Deliver adoption roadmaps
Tailor roadmaps to customer environment
Collaborate with global stakeholders
How You'll Work.
Team & Collaboration
Cross-functional Salesforce teams; Account Executives; Renewals teams; Professional Services teams; Engineering teams; Product teams
Communication Scope
Business-level English
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. ## Description As a Senior Manager of Customer Success Management, Technical, you will directly lead a team of Technical CSMs and serve as a people manager driving customer success across a portfolio of technically sophisticated enterprise accounts. You will combine strong technical acumen with leadership skills to ensure your team delivers on Salesforce's Signature Success Plan obligations while helping customers accelerate value and ROI from their Salesforce investment. Your team will deliver technical value through activities such as architecture reviews, security guidance and remediation support, and proactive recommendations of features and services aligned to each customer's desired business outcomes. You will build executive relationships with customer stakeholders and align internally with Account Executives and cross-functional Salesforce teams to proactively identify risks, drive adoption, and foster long-term customer loyalty. The end result is increased platform health, customer satisfaction, retention, and growth of Salesforce's footprint. ## Position Description For our customers who wish to get the most value out of Salesforce with an en
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