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Job Category
Customer Success
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn\'t a buzzword - it\'s a way of life. The world of work as we know it is changing and we\'re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce\'s core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You\'re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce\'s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers\' business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.
These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.
Your Impact
Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers
May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos)
Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature
Single point of customer accountability building and maintaining strong, trusted relationships
Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts
Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture
Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles
Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers
Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level
Ability to facilitate difficult discussions and be adept at handling objections
Degree or equivalent experience required. Experience evaluated based on the strengths you\'ll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
Experience with Salesforce Core Clouds and/or a competing platform
Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant)
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Experience working with Enterprise-level customers.
Note This role is office-flexible, and the expectation is to be in office 3 days per week (Bellevue/Seattle, Chicago/Indianapolis, Atlanta).
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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that\'s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: Pursuant to relevant fair chance ordinances, Salesforce will consider for employment qualified applicants with arrest and conviction records. For New York-based roles, the base salary hiring range for this position is $202,700 to $293,900. For Washington-based roles, the base salary hiring range is $185,500 to $268,900. For California-based roles, the base salary hiring range is $202,700 to $293,900. For Illinois-based roles, the base salary hiring range is $185,500 to $268,900.
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