Senior Principal Success Manager

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.

The Core Senior Manager is required to have deep expertise in the Salesforce Core platform (Sales Cloud, Service Cloud, Platform, Data Cloud, Agentforce).

Your Impact

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

Strategic Accountability and Account Leadership

• ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer
• Complex Program Management: Effectively own the Signature experience across complex, multi-org customers, integrating customer priorities and timelines into comprehensive success plans
• Resource Mobilization: Act as the central resource, connecting all the dots — proactively taking ownership of customer needs and drawing expert resources into customer situations as needed
• Engagement Charter: Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams
• Agentic Workflow Design: Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building

Trusted Advisory and Executive Influence

• Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating genuine commitment to customer goals
• Navigate the customer's and Salesforce's internal organizational dynamics to achieve results and drive consensus
• Combine expert Salesforce Core knowledge with deep business insight to deliver effective recommendations
• Effectively amplify the voice of the customer with internal teams

Domain Expertise and Risk Mitigation

• 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
• AI Governance & Guardrails: Guide customers through governance frameworks, best practices for Trust Layer, and safety-by-design principles
• Root Cause Synthesis: Use AI tools for account-level pattern recognition; conduct root cause analysis that questions assumptions to uncover new opportunities rather than just treating symptoms
• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement

Minimum Requirements

• 5–6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields
• Prior experience as a CSM in Salesforce Core is required (Sales Cloud, Service Cloud, Platform)
• Exceptional communication and presentation skills with demonstrated ability to influence at all levels, including C-level
• Ability to handle objections, navigate complex discussions, and drive alignment
• Demonstrated persistence in the face of adversity and ability to manage complex, multi-org accounts.
• Experience supporting enterprise-level, multi-org and multi-cloud customers.
• At least intermediate English proficiency is required for all candidates to ensure seamless collaboration with global teams.

Core Platform Requirements:

• Strong working knowledge of Sales Cloud, Service Cloud, and Salesforce Platform features
• Understanding of Salesforce governance models, release management, and technical health frameworks
• Familiarity with Data Cloud, Agentforce and AI features within Core

Certifications (required for external hires within 90 days):

• Administrator, Advanced Administrator, Platform App Builder
• Sales Cloud Consultant, Service Cloud Consultant
• Agentblazer Champion Status preferred

Preferred Requirements

• Knowledge of Data Cloud and AI integrations within Core
• Strong Salesforce ecosystem knowledge across adjacent clouds