Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
Role Summary
The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan 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.
Key Responsibilities
Customer Accountability and Value Alignment
- 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.
- Drive adoption of Sales Cloud features with sales reps, managers, and sales ops teams
- Conduct enablement sessions on opportunity management, forecasting, and pipeline hygiene
- Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage)
- Share best practices for sales process optimization and data quality Escalate complex automation or data model questions to technical resources
Strategic Advisory and Stakeholder Management
- 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.
Technical Health, Adoption, and Risk Management
- 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.
Minimum Requirements
- Experience supporting customers using Sales Cloud
- Working knowledge of core Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
- Understanding of sales processes (lead-to-cash, opportunity management, pipeline management)
- Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes)
- Ability to demonstrate Lightning Sales Console and mobile app
- Knowledge of common sales use cases (territory management, lead assignment, opportunity stages)
- Salesforce Certified Administrator (or within 90 days)
English proficiency is required for all candidates to ensure global alignment.
Preferred/mandatory Qualifications and Skills
- Experience: Experienced business professional, preferably with 3-4 years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
- Consulting Skills: Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
- Domain Expertise: 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.
- Communication: Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
- Learning & Development: Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
- Experience with Sales Cloud features like Einstein Lead Scoring, Opportunity Insights, Activity Capture Understanding of how Sales Cloud integrates with marketing automation and service tools
Cloud Specific Experience
Salesforce product certifications are a plus (external hire recommended: AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)
Note: This role is office-flexible, and the expectation is to be in office 3 days per week.