Customer Success Manager, Flosum

• 3–6+ years in Customer Success, Account Management, or related customer-facing roles
• Experience working with SaaS platforms, preferably in the Salesforce ecosystem
• Strong understanding of Salesforce (Admin, DevOps, or development lifecycle concepts preferred)
• Proven ability to manage and grow customer relationships
• Excellent communication and presentation skills

Desirable

• We are seeking a highly motivated and strategic Customer Success Manager (CSM) to join our growing team. In this role, you will own relationships with a portfolio of customers, ensuring they realize maximum value from Flosum’s platform
• You will act as a trusted advisor to Salesforce administrators, developers, and IT leaders, guiding them through onboarding, adoption, and long-term success. This role is critical in driving retention, expansion, and customer advocacy
• Own and manage a portfolio of smb and mid-market customers
• Build strong relationships with key stakeholders, including Admins, DevOps leaders, and executives
• Act as the primary post-sales point of contact
• Lead onboarding and implementation in partnership with Technical Account Managers (TAMS)
• Define success plans aligned to customer goals and use cases
• Drive product adoption and ensure customers are leveraging key Flosum capabilities
• Help customers mature their Salesforce DevOps processes
• Identify gaps in release management, governance, and compliance workflows
• Provide strategic guidance and best practices
• Partner with Renewal Managers to support renewals and identify upsell/cross-sell opportunities
• Monitor account health and proactively mitigate risk
• Drive customer outcomes that lead to expansion
• Partner with Product to relay customer feedback and influence roadmap
• Work with Support to ensure timely resolution of issues
• Collaborate with Marketing on customer advocacy (case studies, references)
• What Success Looks Like
• High customer retention and renewal rates
• Increased product adoption and usage across accounts
• Expansion within existing customer base
• Strong customer satisfaction and advocacy