Customer Success Manager, Salesforce

Core Clouds

$133.4-183.5k

Salesforce
Senior and Expert level
Chicago

3 days a week in office

Salesforce

World's leading CRM provider

Open for applications

Salesforce

World's leading CRM provider

1001+ employees

B2BArtificial IntelligenceEnterpriseInternal toolsLead generationAnalyticsCloud ComputingSales

Open for applications

$133.4-183.5k

Salesforce
Senior and Expert level
Chicago

3 days a week in office

1001+ employees

B2BArtificial IntelligenceEnterpriseInternal toolsLead generationAnalyticsCloud ComputingSales

Company mission

To empower companies to connect with their customers in a whole new way.

Role

Who you are

  • Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture
  • Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform
  • 4+ years’ experience in management consulting services,
  • 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 analyzing technical concepts and translating them into business terms and 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
  • Knowledge of software development process and design methodologies
  • Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects

Desirable

  • Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant)
  • Knowledge of Salesforce products and features, capabilities, best use, and how to deploy
  • Experience working with Enterprise-level customers

What the job involves

  • As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations
  • You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers
  • With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment
  • You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents
  • These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events
  • This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience
  • Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion
  • Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature
  • Help your customers achieve their business goals and outcomes on the Salesforce platform by:
  • Coordinating the completion of the Signature Success catalog of services as required for your customer
  • Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer
  • Acting as an advisor to your 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
  • The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer’s need

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Insights

Top investors

-8% employee growth in 12 months

Company

Company benefits

  • With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

Funding (last 2 of 4 rounds)

Jun 2001

$46.9m

SERIES D

Nov 1999

$13.2m

SERIES C

Total funding: $64.5m

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.

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Steph

Company Specialist at Welcome to the Jungle