Description
Job Overview
We are seeking a Customer Success Manager (CSM) to join our team, focusing on high-value customers who have purchased the Signature Success Plan. As a CSM, you will serve as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations.
Key Responsibilities
- Serve as the single point of customer accountability responsible for orchestration, value realization, adoption, and expansion.
- Orchestrate the relationship: Serve as the strategic partner for the customer, collaborating during the implementation phase to ensure seamless transition to adoption and long-term value realization of integration and API initiatives.
- Drive adoption and consumption: Proactively manage and maintain the roadmap for platform adoption. Drive optimization of API usage, integration patterns, and automation aligned to the customer's digital transformation goals.
- Demonstrate ROI: Define, track, and demonstrate quantifiable business impact and ROI.
- Executive relationships: Represent Salesforce with expertise and credibility, partnering with and presenting to senior client executives.
- Identify new use cases: Proactively scout the customer's business to identify new integration opportunities and use cases that align with business objectives.
- Remove barriers and manage risk: Act as the primary orchestrator to proactively identify and minimize risks, remove blockers for adoption, and anticipate obstacles.
- Drive expansion: Build the business case for expanding MuleSoft footprint across additional business units, use cases, and integration patterns.
- Voice of the customer: Partner cross-functionally with Product, Engineering, and Services to represent customer feedback and critical issues.
- Partner with customer architects: Ensure the integration architecture and API strategy is optimized to support increased connectivity, reusability, and scalability.
- Champion Center for Enablement: Act as a trusted advisor and build and nurture a Center for Enablement (C4E) within the customer organization.
- Commercial strategy and lead generation: Act as the primary engine for growth, identifying signals that indicate a customer is ready for contract upsell.
Minimum Requirements
- 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
- Proven success managing large, complex enterprise accounts with multiple stakeholders and business units.
- Established ability to develop relationships with senior executives and influence technical strategy.
- Deeper technical knowledge of integration architectures, API design patterns, and platform best practices.
- Demonstrated history of driving incremental Annual Contract Value (iACV) through expansion sales.
- Experience with MuleSoft and/or relevant competing Integration Platform as a Service (iPaaS) platforms.
- Adoption and expansion mindset: Proven track record of driving platform adoption, managing complex enterprise accounts, and identifying expansion opportunities.
- Strategic problem-solving: A strategic, customer-centric approach to problem-solving focused on driving business value and outcomes.
- Communication: Exceptional communication and presentation skills with proven ability to translate technical concepts into business terms.
- Project management: Strong orchestration and project management skills, including scope control, stakeholder alignment, timeline ownership, and executive-ready reporting.
- Agility: Demonstrated ability to thrive in fast-paced, high-growth environments, with willingness to wear multiple hats and confidence challenging norms.
Preferred Requirements
- MuleSoft certifications: MuleSoft Certified Integration Foundations, MuleSoft Certified Platform Architect, or MuleSoft Catalyst Consultant certifications are a strong plus.
- Technical background: Experience with software development processes, design methodologies, APIs, web services, databases, cloud platforms, and modern integration patterns.
- Consulting experience: Background in management consulting services with a track record of leading cross-functional teams.
- Expansion track record: Proven history of uncovering new opportunities within existing accounts and partnering with Sales to close expansion revenue.
- Industry context: Experience working with Enterprise-level customers across industries requiring complex integration strategies.
- AI and agent technologies: Foundational understanding of AI and agent technologies, with awareness of how AI capabilities can enhance automation and drive business value.
Benefits
When you join Salesforce, you'll have access to various benefits and resources to support your well-being and career growth.