Customer Success Manager (Salesforce Sales & Service)

Quick Facts

• Role: Customer Success Manager (Individual Contributor)

• Focus: Customer success for the Signature Success Plan (Sales & Service Clouds)

• Industries supported: Financial Services, Health & Life Sciences, Technology Media Telecommunication, Consumer Business Services

Description

You will own customer success for high-value customers purchasing the Signature Success Plan, ensuring delivery of Signature deliverables and achieving a significant return on investment. You’ll serve as a trusted advisor, aligning business value and technical goals while addressing technical and business concerns and driving platform adoption.

Responsibilities

• Be the single point of customer accountability for Signature delivery, overall customer experience, renewal, and expansion.

• Coordinate all entitled deliverables across the Signature lifecycle and apply the correct processes to address customer needs.

• Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput.

• Align and manage business and technical stakeholders, including executive-level relationships across customer IT and business leadership.

• Act as a trusted advisor by understanding the customer’s business model and applying proven solutions to build partnership commitments.

• Partner with Sales, Engineering, and Product Management to solve complex problems and develop strategic success plans.

• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.

• Drive adoption of Sales and Service Cloud features (including tools like Journey Builder or Commerce Promotions).

• Track usage metrics (forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, CSAT) and run quarterly reviews with tailored release recommendations.

• Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) and escalate complex automation, data model, routing, and integration questions.

• Use AI to automate routine work (meeting summaries, QBR data collection, initial health monitoring), generate first drafts of success plans, and apply sentiment/intent analysis to flag early concerns for human intervention.

Requirements

• 3+ years of relevant experience in Customer Success, Salesforce, SaaS platform use, or related fields.

• 3–4 years of experience supporting customers using Sales Cloud and Service Cloud.

• Strong consulting skills, including the ability to drive business value, facilitate discussions, handle objections, and influence C-level stakeholders.

• Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms.

• Working knowledge of Sales Cloud and Service Cloud core features and processes, including automation (workflows, process builder, flows; email-to-case, web-to-case, assignment rules, macros).

• Ability to demonstrate Lightning Sales/Service Console and the mobile app.

• Experience with or understanding of lead-to-cash, opportunity management, pipeline management, case escalation, and SLA management.

• Industry-relevant expertise and a learning mindset.

• Office-flexible role with expectation of being in-office at least 3 days per week.

Benefits

• Time off programs, medical, dental, and vision insurance.

• Mental health support.

• Paid parental leave.

• Life and disability insurance.

• 401(k) and employee stock purchasing program.

• AI agents to accelerate impact and support work-life balance.