Senior Manager, Customer Success

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 successful candidate will act as a primary strategic partner who maintains 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.

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.
• Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
• Effectively own the Signature experience across complex, multi-org customers, integrating customer priorities and timelines into comprehensive success plans.
• Act as the central resource for the team and the customer, proactively taking ownership of customer needs and drawing expert resources into customer situations as needed.

• Trusted Advisory and Executive Influence:
• Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals.
• Drive consensus and influence key internal and external stakeholders to engage in the process.
• Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer's core business goals.

• Domain Expertise and Risk Mitigation:
• Act as the leader in identifying problems and leverage 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.

Requirements:

• Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.
• 5-6 years experience supporting customers using Sales Cloud and Service Cloud, with certifications in Sales Cloud Consultant, Service Cloud Consultant and Advanced Administrator.
• Knowledge of advanced features: Sales Cloud: Sales Engagement, High Velocity Features, Einstein AI (lead/opportunity scoring, forecasting); Service Cloud: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning, Einstein AI (case routing, chatbots, predictive service).

Nice to Have:

• Additional Salesforce product certifications (AI Associate, Platform App Builder, Data 360 Specialist, Agentblazer, CPQ Specialist, Field Service Consultant, Slack).
• Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions).
• Strong understanding of Sales Cloud (sales effectiveness, revenue operations strategy, territory management, collaborative forecasting, pipeline inspection tools) and Service Cloud (customer service transformation, contact center operations, telephony integrations, IVR systems, workforce management tools), with experience supporting enterprise sales organizations and complex sales processes.

What We Offer:

• Competitive salary ($150,100 - $227,000 annually)
• Comprehensive benefits package, including time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program