Customer Success Manager, Senior Manager - Core Clouds (Sales & Service)

Salesforce is the #1 AI CRM, dedicated to driving customer success with innovative solutions. The Customer Success Manager, Senior Manager will be responsible for managing complex, multi-org customers, ensuring they realize maximum value from their Salesforce investment through strategic partnerships and effective program management.

Responsibilities:

• Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer
• Effectively own the Signature experience across complex, multi-org customers. This involves organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans
• Act as the central resource for the team and the customer, connecting all the dots. This includes proactively taking ownership of customer needs and drawing expert resources into customer situations as needed
• Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams
• Align the Account Success team and internal stakeholders around the customer’s business and technical goals, ensuring value delivery through the Signature offer
• Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building
• Determining which customer segments or tasks require high-touch human coverage vs. 'always-on' AI support
• Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport
• Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results. Drive consensus with collaborators and influence key internal and external stakeholders to engage in the process
• Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals. This includes adapting established solutions to solve complex customer problems
• Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success
• Develop a strong working knowledge of Salesforce’s major solutions and a 'sales pitch' understanding of the rest. Leverage industry insight to position customers for future success
• Act as the leader in identifying problems. Leverage the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk
• Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles
• Can use AI tools for account-level pattern recognition and access automated RCA reports for specific scenarios
• Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms

Requirements:

• Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields
• Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level
• Ability to handle objections, navigate complicated discussions, and drive alignment. Must demonstrate persistence in the face of adversity and disappointment
• Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment
• 5-6 years experience supporting customers using Sales Cloud and Service Cloud
• Certifications: Sales Cloud Consultant, Service Cloud Consultant, Advanced Administrator
• Knowledge of advanced features: Sales Cloud: Sales Engagement, High Velocity Features, Einstein AI (lead/opportunity scoring, forecasting)
• Knowledge of advanced features: Service Cloud: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning, Einstein AI (case routing, chatbots, predictive service)
• Additional Salesforce product certifications are a plus (AI Associate, Platform App Builder, Data 360 Specialist, Agentblazer, CPQ Specialist, Field Service Consultant, Slack)
• Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions)
• Strong understanding of: Sales Cloud: sales effectiveness, revenue operations strategy, territory management, collaborative forecasting, pipeline inspection tools
• Strong understanding of: Service Cloud: customer service transformation, contact center operations, telephony integrations, IVR systems, workforce management tools
• Experience supporting enterprise sales organizations and complex sales processes
• Understanding of sales (MEDDIC, Challenger, Solution Selling) and service (ITIL, customer success frameworks) methodologies and appropriate configurations
• Knowledge of Agentforce SDR & Service Agent and AI-powered selling/service capabilities