# Customer Success Manager

**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---Montreal/Customer-Success-Manager---Core--Sales---Service--Clouds_JR365177?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b40a591c-49e

## Description

Salesforce is looking for 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.

**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.

**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.

**Requirements:**

- Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, 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.

- Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development.

**Nice to Have:**

- Sales Cloud Consultant and Service Cloud Consultant certifications.

- Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).

- Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions).

- Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self-service portals.

## Skills

### Required
- Sales Cloud
- Service Cloud
- Customer Success
- Salesforce
- AI Literacy
- Prompt Engineering

### Nice to have
- Einstein for Sales
- Service Cloud Consultant
- Sales Cloud Consultant
- AI Associate
- Administrator

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Canada---Montreal/Customer-Success-Manager---Core--Sales---Service--Clouds_JR365177?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)