# Senior Manager, Customer Success

**Company**: Salesforce
**Location**: Melbourne
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Sales
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Australia---Melbourne/Customer-Success-Senior-Manager_JR355033?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_691d3143-115

## Description

We are seeking a highly strategic and experienced Senior Manager, Customer Success to drive quantifiable business impact across our most complex, often multi-org Signature customers.

The Senior Manager will act as a primary strategic partner, maintaining a continual focus on the customer's business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment.

**Key Responsibilities**

- Strategic Accountability and Account Leadership:

- 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.

- Act as the central resource for the team and the customer, connecting all the dots.

- 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.

- Trusted Advisory and Executive Influence:

- 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.

- Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer's core business goals.

- Amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success.

- Domain Expertise and Risk Mitigation:

- Act as the leader in identifying problems and leveraging 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.

- 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.

**Minimum Requirements**

- Experience: Experienced business professional with relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.

- Executive Communication: Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.

- Behavioral Competency: Ability to handle objections, navigate complicated discussions, and drive alignment.

- Technical Acumen: Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.

**Cloud Specific Experience**

- Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist).

- Energy & Utilities Cloud Consultant (ideally).

**Benefits**

- Office-flexible, with the expectation of being in the office 3 days per week.

- Comprehensive benefits and resources to support work-life balance.

## Skills

### Required
- Salesforce
- Customer Success
- SaaS
- Strategic Consulting
- Executive Communication
- Technical Acumen

### Nice to have
- Salesforce product certifications
- Energy & Utilities Cloud Consultant

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Australia---Melbourne/Customer-Success-Senior-Manager_JR355033?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)