Description
Salesforce is seeking a Customer Success Manager (CSM) to ensure high-value customers achieve a significant return on their investment with the platform.
The CSM will serve as an extension of the customer's workforce and a trusted advisor, identifying and addressing technical and business concerns and aligning them strategically with customer priorities, projects, and problems.
Responsibilities:
- Serve as the single point of customer accountability for all Signature deliverables, the overall customer experience, and renewal and expansion
- Align with and manage Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer
- Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing
- Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams
- Develop strong relationships at key stakeholder levels, including executive-level relationships within customer IT and business leadership
- Use AI agents to automate routine tasks and AI-driven sentiment and intent analysis to flag early customer concerns
- Proactively monitor and conduct quarterly reviews to ensure stability, performance, and feature enhancement
Requirements:
- Experienced business professional with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields
- Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
- 3-4 years experience supporting customers using Sales Cloud and Service Cloud
- Understanding of Sales and Service processes, and familiarity with Sales Cloud automation and Service Cloud automation
Preferred Qualifications:
- Sales Cloud Consultant and Service Cloud Consultant certifications
- Experience with Einstein for Sales and Service
- Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self-service portals
Benefits:
- Office-flexible, with a minimum of three days per week in-office
- Competitive salary range: CAD 115,200 to CAD 158,400 annually for British Columbia and Ontario-based roles
- Comprehensive benefits and resources to support work-life balance