Senior Customer Success Manager, Salesforce
Area Lead
World's leading CRM provider
Posted today
World's leading CRM provider
1001+ employees
Posted today
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- 7+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape
- Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices
- Proven track record to forge and cultivate high-level relationships, serving as a trusted advisor that brings tangible business value to clients
- Strong capability to navigate complicated discussions, handle objections, and drive alignment
- Expertise in at least one line of business (LoB) or specific industry sector
- An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role
What the job involves
- The Customer Success Area Lead will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts
- For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled authorities, they purchase our Success Plans
- This role plays a critical part in strategizing, prioritizing, and enhancing internal relationships; ensuring our customers receive the support they need to succeed with Salesforce by working internally with the right teams at the right time
- Collaborate with internal Sales, Customer Success account leadership, and investment teams to strategically prioritize customer retention and mitigate attrition
- Orchestrate alignment between account information, sales leaders, and investment goals of defined success plan portfolio
- Consistently review and link investment options to outcomes like improved Customer Success Scores, NPS, and other meaningful metrics, while advocating for Sales engagement on pivotal TMP initiatives
- Manage to our Investment Program guidelines and ensure account executives provide adequate information and sales leaders are aligned with investment priorities
- Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders
- Promote CSG resources through multi-channel communication, ensuring leaders and AE’s understand and use the customer success support process
- Create standardized business review decks for Sales, covering investment programs, Renewals, Success Plan changes, and product announcements
- Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience
- Provide feedback that improves the sales team's experience when engaging with customer success
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company values
- Trust - We earn the trust of our customers, employees, and extended family through transparency, security, compliance, privacy, and performance. And we deliver the industry’s most trusted infrastructure
- Customer Success - So we champion them to achieve extraordinary things. We innovate and expand our business offerings to provide all our stakeholders with new avenues to achieve ever greater success
- Innovation - Our customers’ input helps us develop products that best serve their business needs. Providing continual technology releases and new initiatives gives our customers a competitive advantage
- Equality - We believe everyone should be seen, heard, valued, and empowered to succeed. Hearing diverse perspectives fuels innovation, deepens connections between people, and makes us a better company
- Sustainability – We are committed to bringing the full power of Salesforce to accelerate the world’s journey to net zero
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
People progressing
Joined as Recruiting Director - Futureforce University Recruiting, EMEA, and was promoted to Senior Director - EMEA & LATAM Recruiting, Futureforce after 3 years, and then again to Senior Director - Recruiting after 2 years. Now serve as COO - Employee Success EMEA.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Diversity, Equity & Inclusion at Salesforce
- Our goals:
- 50% of our U.S. employees will be made up of underrepresented groups (Women, Black, Latinx, Indigenous, Multiracial, LGBTQ+ employees, People with Disabilities, and Veterans) by 2023
- Double the U.S. representation of Black leaders (VP+) and increase our representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) leaders by 50% by 2023
- 50% increase our U.S. representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) employees by 50% by 2023
- We’ve met our representation goal nearly a full year early – today, 50.7% of our U.S. employees are members of underrepresented groups
Share this job
View 221 more jobs at Salesforce