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.