# Customer Success Manager **Company**: Salesforce **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Salary**: $123,100 - $186,300 annually **Category**: Customer Service **Industry**: Technology **Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Colorado---Denver/Customer-Success-Manager_JR350694?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_f647c0c1-a5e ## 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. **Your Impact** - 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. - Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance. - Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput. **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. - Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. - Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue. - Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities. - Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making. - Escalate complex automation, data model, routing, or integration questions to technical resources. **Minimum Requirements** - Experienced business professional, preferably with 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. Should understand the broad impact of the industry on the customer’s business. - 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. **Cloud/Platform Requirements included:** - 3-4 years experience with deep Salesforce Service Cloud expertise. - Knowledge of advanced Service Cloud features: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning. **Preferred Requirements** - Service Cloud Consultant certifications. - Salesforce Admin + Service Cloud Consultant certification. - Data Cloud experience/certification. - Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer). - Understanding of Service Cloud integrates with telephony, chat, messaging, and self-service portals. - Understanding of Einstein AI for Service (case routing, chatbots, predictive service). - Prior team-lead, mentor, or management experience. **Benefits** - Time off programs - Medical, dental, vision - Mental health support - Paid parental leave - Life and disability insurance - 401(k) - Employee stock purchasing program ## Skills ### Required - Salesforce Service Cloud - Customer Success - Consulting - Communication ### Nice to have - Service Cloud Consultant certifications - Salesforce Admin + Service Cloud Consultant certification - Data Cloud experience/certification --- Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Colorado---Denver/Customer-Success-Manager_JR350694?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)