Lead Customer Success Manager, Salesforce

• Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture
• Experience in the Professional Services or Technology industry
• Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles
• Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers
• Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level
• Ability to facilitate difficult discussions and be adept at handling objections
• Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Desirable

• For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile
• As the Lead Customer Success Manager (CSM) for IBM, you will serve as a named resource and act as a partner and trusted advisor to the customer
• Your primary role is to forge deep relationships, developing a comprehensive understanding of IBM’s business objectives, potential risks, and key value drivers
• With a focus on their strategic goals, you will guide IBM in maximizing the return on their Salesforce investment
• You will also serve as the central point of contact, skillfully managing communications and expectations to navigate challenges and ensure strategic alignment
• The lead CSM acts as a “force multiplier” for the team, leveraging their deep expertise to elevate the entire CSM team
• Ability to manage beyond the day-to-day of the account and think about the broader health of the customer and the business
• Experience managing large complex, high-value or high visibility accounts
• Ability to develop a strategic plan, align with executive-level stakeholders, and navigate complex organizational politics to ensure success and growth
• Highly proficient in analyzing customer data to identify trends, predict risk, and measure the impact of CSM activities
• Act as the go-to expert and mentor for other CSMs, especially new hires or junior members. This involves providing guidance on difficult account situations, sharing best practices, and helping colleagues develop their skills without being their direct manager
• Possesses broad product and domain expertise. They should be seen as a trusted advisor, capable of discussing complex use cases and industry trends
• Demonstrate executive-level presentation, written, and verbal communication skills
• Ability to articulate not just what customers are asking for, but why it matters to their business
• Proficiency in program management. Ability to lead strategic, cross-functional initiatives related to customer experience
• Ability to develop strong relationships with leaders and key stakeholders in other departments (Sales, Product, Engineering)