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Salesforce is seeking an experienced Customer Success Manager to serve as the primary point of contact for high-value customers on the Signature Success Plan. This role combines strategic advisory, technical expertise, and relationship management to drive customer ROI and expansion.
Key responsibilities include:
• Serve as the single point of accountability for customer success, overseeing delivery of all Signature Success Plan deliverables and ensuring exceptional customer experience throughout the lifecycle.
• Develop and maintain strong relationships with executive-level stakeholders in customer IT and business leadership, acting as a trusted advisor aligned with their business priorities and challenges.
• Identify and address both technical and business concerns, translating technical concepts into business terms and aligning platform capabilities with customer roadmaps.
• Leverage AI agents and prompt engineering to automate routine tasks (meeting summaries, QBR data collection, health monitoring) and use AI-driven sentiment analysis to flag early customer concerns.
• Proactively monitor customer health through quarterly reviews, identify adoption trends, and provide tailored product recommendations to ensure stability and performance.
• Coordinate with Sales, Engineering, and Product Management to identify expansion opportunities and drive revenue growth while maintaining customer success focus.
• Act as the primary escalation point for major incidents, ensuring timely communication and resolution.
Required qualifications: 8+ years in Customer Success, SaaS platforms, or related fields. Strong consulting skills with demonstrated ability to drive business value, facilitate discussions, and influence C-level conversations. Excellent communication skills and industry-relevant domain expertise. Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, or Data Cloud Specialist) are preferred.
The role is office-flexible with an expectation of 3 days per week in office.
