Description
We are seeking a Senior Manager, Customer Success Management - Player-Coach to join our team.
As a hybrid individual contributor + leadership role, you will personally own and manage a small set of strategic Enterprise accounts focusing on Salesforce Sales & Service Cloud, delivering Signature Success outcomes directly to customers, while also leading, coaching, and developing a team of Customer Success Managers.
Key Responsibilities
Player (Individual Contributor)
- Own a select set of strategic Enterprise accounts, acting as the primary CSM and trusted advisor to executive stakeholders.
- Build and execute Success Plans, drive adoption, and deliver on Signature Success program commitments.
- Identify expansion, renewal risk, and value-realization opportunities within your owned accounts.
- Model best-in-class CSM behavior that the broader team can learn from.
Coach (People Leadership)
- Manage, mentor, and develop a team of CSMs, setting clear goals and providing regular coaching and feedback.
- Oversee team account portfolios , ensuring Success Plans, engagement cadences, and health/risk tracking meet operational standards.
- Drive team performance against retention, renewal, adoption, and customer satisfaction targets.
- Partner cross-functionally to remove blockers for the team and for your own accounts.
- Support hiring, onboarding, and career development for the team.
- Report on team and portfolio health to senior leadership; escalate & manage risk appropriately.
Requirements:
- 15 years or more of experience as a CSM or consultant or project manager of Salesforce platform Sales & Service cloud in large deployment context.
- Strong technical Salesforce CRM (Sales & Service cloud) skillset, with relevant Salesforce certifications.
- Preferable but optional team-lead experience, ideally in a player-coach capacity.
- Strong executive presence and relationship-management skills with C-level stakeholders.
- Deep familiarity with Success Plans, engagement/renewal motions, and CS tooling.
- Ability to balance hands-on account ownership with team leadership responsibilities.
- Fluency in Thai or Vietnamese, with strong command of English.
Benefits: When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best.