Description
Salesforce is seeking a versatile Customer Success Manager with expertise in Salesforce to join our team. As a CSM, you will act as an extension of our customer's workforce, offering guidance and advice to ensure they receive a significant return on investment with Salesforce.
Responsibilities:
- Customer Success Advocacy: Act as the primary point of contact, leveraging deep industry, product, and technical knowledge to guide customers to achieve business objectives.
- Stakeholder Alignment: Develop and nurture strong relationships at key stakeholder levels, aligning with customer needs across various market segments, sizes, and solution complexities.
- Strategic Guidance: Assess customer goals and capabilities, offer recommendations for ecosystem health, performance optimization, and achieving business and technology objectives.
- Business Value Delivery: Cultivate executive-level relationships within customer IT and business leadership, solidifying partnership commitments and driving innovation aligned with customers' business challenges and growth potential.
- Adoption Path & Enablement: Contribute to SF knowledge, community, and training resources, comprehensive adoption plans showcasing current and future states, enabling the customer through an underlying roadmap.
- Technical Expertise Application: Apply SF / tech product knowledge to address technical concerns, ensure acceptable resolutions, and align platform features with customer priorities and roadmaps.
- Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
- Operate with an AI First approach to account management, using Salesforce Einstein and AI-powered health scoring as the primary lens for monitoring customer sentiment, product adoption, and engagement across your book of business.
- Use Agentforce and generative AI tools to build and personalize executive business reviews, success plans, renewal narratives, and strategic communications.
- Apply AI-generated insights to proactively identify expansion opportunities, adoption gaps, and churn risk indicators, taking timely and targeted action to protect and grow revenue.
- Leverage AI to automate meeting preparation, call summarization, and follow-up documentation, freeing capacity for higher-value customer engagement.
Required Skills:
- Familiarity with Salesforce product and platform features, governance principles, methodologies, and enterprise architecture.
- Excellent communication skills to articulate technical issues to diverse audiences.
- Ability to prioritize customer needs, take ownership, and drive resolutions.
- Experience with databases, SQL, Windows/Linux Server, and security infrastructure.
- Demonstrated AI First approach to account management.
- Experience using AI features within Salesforce (Einstein, Agentforce) and customer success platforms.
- Ability to interpret AI-generated health signals and account insights with sound judgment.
- Proficiency using generative AI to draft, personalize, and refine customer-facing communications.
Preferred Skills:
- Experienced professional with 8+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture.
- Demonstrating expertise in Salesforce Technical, (Lightning, Apex, Customisation, Implementation, Product knowledge, Major releases of Salesforce, Different Clouds knowledge, etc.).
- Candidates currently in roles such as Salesforce Technical Architect, Salesforce Solution Architect, Salesforce Business Analyst, Salesforce Functional Consultant, Salesforce Technical Lead, Salesforce Technical Account Manager, Salesforce Team Lead, or Salesforce Senior Technical Consultant.