# Customer Success Manager **Company**: Salesforce **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Sales **Industry**: Technology **Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Texas---Austin/Customer-Success-Manager--Core---Commercial_JR365384?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_ad648757-3f7 ## Description 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. - Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle. - Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer. - Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer. - Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks. - Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems. - 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 Sales 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. - Partner with more experienced team members to solve complex problems and develop strategic success plans when needed. **Technical Health, Adoption, and Risk Management:** - 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. **Required Qualifications:** - 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields. - Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations. - 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. **Cloud/Platform Requirements:** - 3-4 years experience supporting customers using Sales Cloud and Service Cloud. - Working knowledge of core features: Sales Cloud (Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards), Service Cloud (Cases, Knowledge, Queues, Service Console, Omni-Channel routing). - Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes. **Benefits:** - Office-flexible, with a minimum of three (3) days per week in-office requirement. - Comprehensive benefits and resources to support work-life balance. ## Skills ### Required - Sales Cloud - Service Cloud - Customer Success - Consulting - Communication ### Nice to have - Sales Cloud Consultant - Service Cloud Consultant - Einstein for Sales - Einstein for Service --- Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Texas---Austin/Customer-Success-Manager--Core---Commercial_JR365384?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)