Customer Success Manager / Senior Manager, Salesforce

• Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant)
• Minimum of 8+ years in Customer Success, Technical Account Management, Consulting, or equivalent experience
• Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes
• Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies
• Deep understanding of Salesforce’s ecosystem, products, and best practices
• Proven track record leading efforts across large, cross-functional teams to drive customer success
• Exceptional communication, presentation, and influence skills at all organizational levels
• Experience managing escalations and resolving critical customer situations
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Desirable

• As a Customer Success Manager, Senior 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
• Single Point of Accountability: Orchestrate Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion
• Customer Advocacy: Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities
• Success Strategy Execution: Launch and execute Customer Success Plans; renew and expand across customers
• Issue Resolution: Proactively manage risks and urgent escalations, partnering across internal Salesforce teams to swiftly resolve challenges
• Insights and Innovation: Monitor market and customer trends
• Health Monitoring: Track and communicate customer health metrics, customer success scores, and overall loyalty insights