Senior Manager, Customer Success

Senior Manager, Customer Success

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.

For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Premier or Signature Success Plan. The Senior Manager, Customer Success role isn't just about leadership; it's about encouraging collaboration across various facets of Salesforce, from ensuring efficient allocation of the team to aligning the right resources for customer delivery. Simultaneously, they cultivate valuable executive relationships, handle risk with foresight, and deepen connections with our broader Salesforce teams.

Responsibilities

• Collaborate with Sales leaders to help align the best resources to grow consumption and mitigate attrition.
• The primary escalation point within a Sales region to help lead the execution of the Signature and Premier Success plans.
• Nominate troubled customer implementation for Restarts, and other Attrition mitigation initiatives.
• Develop executive relationships with customers and assist in handling customer issues and improving the value derived from their investments.
• Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions
• Work cross functionally including Renewals, Cloud Success, Sales to ensure customer adoption, growth and renewal.
• Ensure that team activities adhere to the obligations of the Premier & Signature Offer and Account Success goals.

Required Qualifications and Skills

• 10+ years of relevant industry expertise in Sales, Customer Success, SaaS platform use, or related fields
• Successful track record in customer success or related roles
• Demonstrable experience in leading a large portfolio of customers
• Strong ability to collaborate and drive outcomes across multiple internal teams and external partners via matrix management.
• Ability to drive effective and influencing conversations at the C-level.
• Facilitate difficult discussions and be adept at handling objections.
• Knowledge in one or more lines of business.
• Proficient in risk management, with a proactive approach to identifying and addressing potential issues.
• Drive important metrics related to Customer Consumed Revenue, Customer Success Score, Customer Satisfaction, and Adoption.

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future but to redefine what's possible for yourself, for AI, and the world.

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.

The typical base salary range for this position is $150,100 - $227,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $180,200 - $247,900 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.