Customer Success Manager- Momentum

Responsibilities

• Customer Accountability and Value Alignment
• Conduct maturity assessments and build Momentum adoption roadmaps
• 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 Managemen t
• Drive adoption of Momentum's AI features with reps, agents, managers, supervisors and ops teams
• Track usage metrics (revenue outcomes, sentiment analysis, agent utilization, feature adoption) and accelerate adoption, maturity, and growth across our largest customers while ensuring each customer realizes maximum business value
• Assess business requirements and advise on best practices for governance, platform configuration and data organization
• 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 key AI agents (Deal Execution, Customer Retention, Coaching) and ensure platform stability and performance
• Identify underutilization of contracted entitlements (e.g., messaging

Additional Information

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details 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. Momentum (A Salesforce Company) is an AI Revenue Orchestration Platform designed to supercharge a company's revenue engine from the first customer call to renewals. We capture unstructured data from customer interactions and automate critical workflows. Here, ambition meets action, and innovation is 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 and driving innovation. Role Description The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects and problems. Our Customer Success team advises and guides a wide variety of customers, ensuring they successfully integrate, adopt widely and continuously gain business value from our AI Revenue Orchestration platform. We serve as the trusted point of contact for Momentum's strategic key customers across the customer lifecycle. Part coach, project manager, consultant and product specialist, Our Momentum CSMs work closely with customers to discover their business needs and challenges and then mentor them on the best ways to leverage our platform to solve them.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Salesforce? Share your experience