# Customer Success Manager (CSM)

**Company**: Salesforce
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: CAD 115,200 to CAD 158,400 annually
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Canada---Toronto/Customer-Success-Manager---Global-Public-Sector---NGO---Higher-Education_JR339239?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_85fe0891-185

## 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, providing guidance and advice to customer organizations.

**Key Responsibilities:**

**Customer Accountability and Value Alignment**

- Serve as the single point of customer accountability responsible for delivering all Signature deliverables, overall customer experience, and renewal and expansion.

- Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.

- Apply processes to address customer needs and ensure value is delivered through the Signature offer.

- Align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.

- Prioritize work activities, organize tasks, and create basic plans to focus time.

- Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.

- Share best practices for sales and service process optimization, data quality, and customer experience.

**Strategic Advisory and Stakeholder Management**

- Drive adoption of Data 360 and Service Cloud features with reps, agents, managers, supervisors, and ops teams.

- Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores).

- Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.

- Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.

- Solidify partnership commitments and drive innovation aligned with customers' business challenges.

- Increase customer engagement with products and services and identify major political barriers to customer success.

**Technical Health, Adoption, and Risk Management**

- AI Literacy: Proficiency in using AI agents to automate routine tasks.

- Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents.

- AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns.

- Collaborative Learning: Actively seeking out "Agentblazer" training and certifications.

- Learning & Development: Apply product knowledge and expertise to address technical concerns.

- Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations.

- Serve as the primary interface for major incidents.

**Requirements:**

- 5+ years of relevant industry expertise in Customer Success, Salesforce platform use, or related fields.

- Strong consulting skills and demonstrated ability to drive business value.

- Excellent communication skills to articulate technical issues to diverse audiences.

**Cloud/Platform Requirements:**

- 3-4 years experience supporting customers using Data 360 or Service Cloud.

- Working knowledge of core features: Data 360 and Service Cloud.

**Preferred Requirements:**

- Professional fluency in both English and French.

- Public Sector Experience.

**Work Arrangements:**

- Office-flexible, with a minimum of three (3) days per week in-office.

**Salary Range:**

- For Ontario-based roles, the base salary hiring range for this position is CAD 115,200 to CAD 158,400 annually.

## Skills

### Required
- Customer Success
- Salesforce
- Data 360
- Service Cloud
- AI Literacy
- Prompt Engineering
- French

### Nice to have
- Public Sector Experience

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Canada---Toronto/Customer-Success-Manager---Global-Public-Sector---NGO---Higher-Education_JR339239?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)