Customer Success Manager

We are looking for a Customer Success Manager (CSM) to ensure high-value customers achieve a significant return on their investment with our platform.

The CSM will serve as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations.

Responsibilities:

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• 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.
• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Collaborative Learning: Actively seeking out 'Agentblazer' training and certifications to stay current on autonomous agent capabilities.
• Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmaps.

Requirements:

• Experienced business professional, preferably with 5+ years relevant industry expertise in Customer Success, Salesforce platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Prior experience with Salesforce products is a must (technical implementation & delivery preferred)
• Possess industry-relevant expertise and begin honing skills in a relevant functional area.
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
• Working knowledge of core Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
• Understanding of sales processes (lead-to-cash, opportunity management, pipeline management)
• Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes)
• Ability to demonstrate Lightning Sales Console and mobile app
• Knowledge of common sales use cases (territory management, lead assignment, opportunity stages)
• If not already certified, Salesforce Certified Administrator within 90 days

Benefits:

• Office-flexible, with the expectation to be in office 3 days per week.