Key skills
Customer SuccessAccount ManagementSaaS platformsSalesforceSalesforce AdminSalesforce DevOpsSalesforce development lifecycleSalesforce certificationsRelease managementCI/CDVersion controlAgile developmentVersion ControlSaaSAgileCommunicationPresentation SkillsSales
About this role
Flosum is a leading Salesforce-native DevOps platform that enables enterprises to manage and accelerate their Salesforce development lifecycle. The Customer Success Manager will own relationships with a portfolio of customers, ensuring they realize maximum value from Flosum's platform and driving retention, expansion, and customer advocacy.
Responsibilities:
- 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)
Requirements:
- 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
- Experience with Salesforce DevOps tools or release management processes
- Familiarity with CI/CD, version control, or agile development practices
- Background working with enterprise customers
- Salesforce certifications (Admin, Platform App Builder, etc.)