Customer Success Manager

Responsibilities

• Account Success Management: Technically manage and oversee the customer's Salesforce adoption, ensuring the realization of value promised through the Signature Success Plan offerings.
• Customer Journey and Experience Management: Understand the customer's overall business processes and technology roadmap, proactively design and manage the entire lifecycle that connects the Salesforce solution to the customer's tangible business value.
• Agentic Enterprise Initiative Application Leadership: Define and drive the utilization and operational aspects of Agentic Enterprise with 'Humans with AI Agent' within the Salesforce Platform to accelerate the customer's journey to AI transformation, supporting their business goals.
• C-Level Strategic Partnership: Build strong, trusted relationship with the customer's IT and/or business leadership team, serving as a trusted technical advisor to directly influence platform operation and utilization strategy.
• Risk Management and Performance Maximization: Proactively identify potential technical and operational risks that hinder the customer's achievement of stated business goals, establishing and executing preemptive mitigation plans to ensure successful outcomes.
• Proactive Innovation Proposal: Identify customer growth potential and, when appropriate, proactively recommend additional Salesforce products and services, and new technology adoption(e.g., Agentforce, Data Foundation, Slack) to foster continuous innovation
• Required Qualifications - Technical Expertise & Experience
• 8+ years of professional experience in enterprise SaaS, CRM or cloud computing areas focused on technical account management, operational consulting, platform optimization, or complex IT/digital transformation post-sales delivery.
• Ability to effectively present best practices for operational stability, technical health checks, platform best practices, and governance and change management in a Salesforce environment to business and IT leaders.
• Practical understanding of AI, machine learning, and automation concepts that comprise the Agentic Enterprise, and knowledge of the processes for operating and utilizing these within the Salesforce platform.
• A high degree of understanding of core business processes (Sales, Service, Marketing, etc.), enabling the connection of technical solution utilization to business outcomes.
• Fluent business commu

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. Customer Success Group(CSG) is the most crucial strategic partner in our customers' digital transformation journey with Salesforce. We provide operational and technical guidance to ensure our customers maximize the return on investment from their Salesforce platform and achieve business goals. A Customer Success Manager is a key role within CSG, who takes a technical success lead role, dedicated to supporting the most strategic customers who have Signature Success Plan. As a Customer Success Manager, you will manage the customer's Salesforce experience and their success journey, leveraging your product knowledge and technical expertise. Critically, you will align with Salesforce's Agentic Enterprise vision to spearhead customer platform utilization optimization and data foundation strategies. We are looking for a genuine talent who maximizes customer's Salesforce utilization, strategically manages the Customer Success Score, and leads the customer to the pinnacle of success.

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