Customer Success Manager, Senior Manager - Core Clouds (Sales & Service)

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. Overview Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor role responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers. This role acts as a primary strategic partner focused on the customer's business goals to improve adoption, technical health, and expertise to realize maximum value from the Salesforce investment. The Senior Manager integrates multiple products or processes to create effective customer solutions. This is an Individual Contributor position. Your Impact Strategic Accountability and Account Leadership ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring activities translate into tangible value for the customer. Complex Program Management: Own the Signature experience across complex, multi-org customers, organizing information across work streams and integrating priorities and timelines into success plans. Resource Mobilization: Act as the central resource for the team and the customer, proactively addressing needs and drawing expert resources into situations as needed. Engagement Charter: Craft a clear engagement charter with goals and metrics to ensure alignment across internal and external teams. Business Value Integration: Align the Account Success team and internal stakeholders around the customer's business and technical goals to deliver value through the Signature offer. Agentic Workflow Design: Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building. ROI Segmentation (Human vs. AI): Determine which segments or tasks require high-touch human coverage vs. always-on AI support. Trusted Advisory and Executive Influence Advanced Stakeholder Management: Cultivate relationships with customer IT and business executive leadership to build deep rapport and alignment with customer goals. Complex Navigation: Navigate internal dynamics to drive results and influence stakeholders to engage in the process. Business Insight: Combine Salesforce expertise with business insight to deliver recommendations and advance customer goals. Customer Advocacy: Amplify the voice of the customer with internal teams to stay laser-focused on customer success. Solution & Industry Expertise: Develop working knowledge of Salesforce solutions and industry insight to position customers for future success. Mentorship & Development: Mentor team members and pursue challenging learning activities to accelerate development. Domain Expertise and Risk Mitigation Risk Management: Lead problem identification and use escalation and incident management processes for high-value renewals or Go-Live risks. AI Governance & Guardrails: Guide customers through governance frameworks and safety-by-design principles. Root Cause Synthesis: Use AI tools for pattern recognition and access automated RCA reports for specific scenarios. Root Cause Analysis: Question assumptions to uncover root causes and identify opportunities beyond symptoms. Minimum Requirements Experienced business professional, preferably with 5–6 years of relevant industry expertise in Customer Success, SaaS, or related strategic consulting fields. Exceptional communication and presentation skills with the ability to influence at all levels, including executive and C-level. Ability to handle objections and navigate complex discussions to drive alignment; persistent in the face of adversity. Ability to clarify roles and responsibilities of collaborators and serve as a central resource, ensuring clear technical and business alignment. Cloud/Platform Requirements 5–6 years' experience supporting customers using Sales Cloud and Service Cloud. Certifications: Sales Cloud Consultant, Service Cloud Consultant, Advanced Administrator. Knowledge of advanced features: Sales Cloud: Sales Engagement, High Velocity Features, Einstein AI (lead/opportunity scoring, forecasting) Service Cloud: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning, Einstein AI (case routing, chatbots, predictive service) Preferred Requirements Additional Salesforce product certifications are a plus (AI Associate, Platform App Builder, Data 360 Specialist, Agentblazer, CPQ Specialist, Field Service Consultant, Slack). Experience with Einstein for Sales and Service features (lead scoring, opportunity insights, activity capture; case classification, article recommendations). Strong understanding of: Sales Cloud (sales effectiveness, revenue operations, territory management, forecasting, pipeline tools) and Service Cloud (customer service transformation, contact center operations, telephony, IVR, workforce tools). Experience supporting enterprise sales and complex sales processes. Understanding of MEDDIC, Challenger, Solution Selling (sales) and ITIL, customer success frameworks (service). Knowledge of Agentforce SDR & Service Agent and AI-powered selling/service capabilities. Note This role is office-flexible; the expectation is to be in-office a minimum of three days per week. Compensation and Benefits In the United States, compensation offered is determined by factors such as location, job level, knowledge, skills, and experience. Base salary ranges are provided during the hiring process and may vary by location. Salesforce offers a variety of benefits including time off, medical, dental, vision, mental health support, parental leave, life and disability insurance, 401(k), and employee stock purchasing program. Equal Opportunity Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. All assessments during recruiting, hiring, and promotion are based on merit. Salesforce supports equitable compensation practices and compliance with applicable laws. #J-18808-Ljbffr salesforce.com, inc.