Orchestrate Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion
Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities
Launch and execute Customer Success Plans; renew and expand across customers
Proactively manage risks and urgent escalations, partnering across internal Salesforce teams to swiftly resolve challenges
Monitor market and customer trends
Track and communicate customer health metrics, customer success scores, and overall loyalty insights

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, preferably in RCG and/or CPG
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.)

Senior Customer Success Manager – Retail, Consumer Goods

Key skills