Uses multi-cloud expertise to effectively orchestrate Signature experience across the strategic, sophisticated customers.
Act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers.
Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature.
Single point of customer accountability building and maintaining strong, trusted relationships.
Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts.

Experienced professional with relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture.
Knowledge & technical depth with Salesforce products and integration, platform features, capabilities, and standard methodologies is a must due to the nature of the role & customers it will serve.
Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers.
Outstanding communication and presentation skills with demonstrated track record of influencing effectively at all levels of the organisation.
Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections.
Knowledge in one or more lines of business.
A curious nature, willing to continually expand knowledge of Salesforce products and industry trends.

Customer Success Manager

Key skills