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.