Customer Success Manager, Salesforce

• Experienced business professional, preferably with 3-4 years of relevant industry expertise in Customer Success, SaaS platform use, Data Management or related fields
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
• Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
• 3-4 years experience supporting customers using enterprise cloud data management platforms
• Working knowledge of core data platform features:
• Integration (ETL, ELT)
• Data Governance
• Master Data Management (MDM)
• Data Quality
• Application Integration & Business Processes
• API Management
• Understanding of consumption-based or AOV-driven licensing models
• Experience managing complex renewals and cloud-migration journeys for customers with a mix of On-Premises and SaaS deployments. Guiding legacy On-Premises customers through cloud modernization strategies is a plus

Desirable

• The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers achieve a significant return on their investment with our platform
• This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations
• The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems
• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems
• Solidify partnership commitments and drive innovation aligned with customers' business challenges
• Increase customer engagement with products and services and identify major political barriers to customer success
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed
• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring
• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans
• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention
• Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities
• Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask ** effective diagnosis questions**, and align platform features with customer priorities and roadmaps
• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement
• Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues
• Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities
• Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making