# Customer Success Manager, Senior Manager - Core Clouds (Sales & Service)

**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/New-York---New-York/Customer-Success-Manager--Senior-Manager---Core-Clouds--Sales---Service-_JR349284?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_cafbf0a4-939

## Description

The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across complex, multi-org Signature customers.

**Your Impact**

**Strategic Accountability and Account Leadership**

- Determine when and how to engage clients based on calculated ROI, ensuring activities translate into tangible value for the customer.

- Own the Signature experience across complex, multi-org customers, organizing information and integrating customer priorities and timelines into comprehensive success plans.

- Act as the central resource for the team and the customer, connecting all the dots and drawing expert resources into customer situations as needed.

- Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.

- Align the Account Success team and internal stakeholders around the customer’s business and technical goals, ensuring value delivery through the Signature offer.

- Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building.

- Determine which customer segments or tasks require high-touch human coverage vs. “always-on” AI support.

**Trusted Advisory and Executive Influence**

- Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals.

- Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results.

- Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals.

- Amplify the voice of the customer with internal teams to ensure the organization remains focused on customer success.

- Develop a strong working knowledge of Salesforce’s major solutions and leverage industry insight to position customers for future success.

- Mentor team members to help accelerate their personal development and contribute subject matter expertise internally.

**Domain Expertise and Risk Mitigation**

- Act as the leader in identifying problems and leveraging the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk.

- Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles.

- Use AI tools for account-level pattern recognition and access automated RCA reports for specific scenarios.

- Question assumptions to uncover root causes and reveal new opportunities.

**Minimum Requirements**

- Experienced business professional with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.

- Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels.

- Ability to handle objections, navigate complicated discussions, and drive alignment.

- Clarify the roles and responsibilities of collaborators and serve as the central resource.

**Cloud/Platform Requirements:**

- 5-6 years experience supporting customers using Sales Cloud and Service Cloud.

- Certifications: Sales Cloud Consultant, Service Cloud Consultant, Advanced Administrator.

- Knowledge of advanced features in Sales Cloud and Service Cloud.

**Preferred Requirements**

- Additional Salesforce product certifications.

- Experience with Einstein for Sales and Service.

- Strong understanding of Sales Cloud and Service Cloud.

- Understanding of sales and service methodologies.

- Knowledge of Agentforce SDR & Service Agent and AI-powered selling/service capabilities.

## Skills

### Required
- Sales Cloud
- Service Cloud
- Customer Success
- SaaS
- Communication
- Presentation
- Influencing
- Problem-solving
- Analytical skills

### Nice to have
- Einstein for Sales
- Einstein for Service
- Agentforce SDR & Service Agent
- AI-powered selling/service capabilities
- Salesforce product certifications

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/New-York---New-York/Customer-Success-Manager--Senior-Manager---Core-Clouds--Sales---Service-_JR349284?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)