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.