Senior Manager, Customer Success Management, Technical (People Manager)

About the role

As a Senior Manager of Customer Success Management, Technical, you will directly lead a team of Technical CSMs and serve as a people manager driving customer success across a portfolio of technically sophisticated enterprise accounts. You will combine strong technical acumen with leadership skills to ensure your team delivers on Salesforce's Signature Success Plan obligations while helping customers accelerate value and ROI from their Salesforce investment. Your team will deliver technical value through activities such as architecture reviews, security guidance and remediation support, and proactive recommendations of features and services aligned to each customer's desired business outcomes. You will build executive relationships with customer stakeholders and align internally with Account Executives and cross-functional Salesforce teams to proactively identify risks, drive adoption, and foster long-term customer loyalty. The end result is increased platform health, customer satisfaction, retention, and growth of Salesforce's footprint. Position Description For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. We are looking for a technically skilled frontline leader to join our CSM organization. This role is responsible for directly managing a team of 8-15 Technical CSMs, ensuring excellent delivery of Signature Success Plan entitlements, and driving measurable outcomes for customers. An ideal candidate has deep hands-on knowledge of Salesforce's platform and related technologies, combined with a passion for coaching and developing talent. The candidate is customer-centric, data-driven, and able to proactively surface and resolve risks across their portfolio. This is a country-level scope role with direct IC (Individual Contributor) management - not a leader of leaders.

Responsibilities

• Directly manage a team of 8-15 Technical CSMs, serving as their primary people manager for performance, coaching, career development, and day-to-day guidance.
• Recognize and cultivate team members' strengths; build psychologically safe, inclusive spaces that enable high performance and belonging.
• Prioritize ongoing 1:1s and career development conversations, providing both positive and constructive feedback to support each team member's growth.
• Partner with recruiting teams to hire top technical talent; support onboarding and enablement to ramp new hires effectively.
• Ensure the team successfully delivers on all Signature Success Plan obligations and entitlements, maintaining high standards of quality and consistency.
• Monitor and manage customer portfolio health using Customer Success Score, platform adoption data, and Salesforce Loyalty metrics; proactively identify and escalate high-risk accounts.
• Support team members in navigating technical escalations and complex customer challenges, coordinating with senior leadership, engineering, and product teams as needed.
• Foster executive relationships with covered customers, engaging with technical and business stakeholders to demonstrate the value of Signature and drive deeper Salesforce adoption.
• Recommend and guide customers on solution paths aligned with their business objectives and key technical metrics; offer ideas to address root causes of business and technical challenges.
• Support team in building strong partnerships with Account Executives, Renewals, Professional Services, and other Salesforce teams to align on customer strategy and growth opportunities.
• Ensure CSM-to-customer allocation is compliant with the terms of each Signature deal structure; work with capacity planning peers to manage coverage.
• Utilize internal Customer Success management platforms to run the business with data-driven rigor-tracking activities, health indicators, and renewal pipeline.
• Be accountable for Signature Success Plan renewals and growth across assigned customer

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.

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