Customer Success Manager, Senior Manager-MuleSoft

Role Description Customer Success Manager, Senior Manager is a strategic individual contributor responsible for driving quantifiable business impact across complex, multi‑org Signature customers. The role acts as a primary strategic partner, maintaining focus on the customer’s business goals to improve adoption, technical health, and expertise, ensuring seamless delivery of all deliverables necessary to advance the customer’s core business goals. The Senior Manager integrates multiple products or processes to create effective customer solutions. Your Impact Strategic Accountability and Account Leadership ROI‑Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer. Complex Program Management: Own the Signature experience across complex, multi‑org customers, integrating customer priorities and timelines into comprehensive success plans. Resource Mobilization: Act as the central resource for the team and the customer, drawing expert resources into customer situations as needed. Engagement Charter: Craft a clear engagement charter with specified 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, ensuring value delivery 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 customer segments or tasks require high‑touch human coverage versus “always‑on” AI support. Trusted Advisory and Executive Influence Advanced Stakeholder Management: Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals. Complex Navigation: Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results, driving consensus with collaborators and influencing key stakeholders. Business Insight: Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals. Customer Advocacy: Amplify the voice of the customer with internal teams to keep the organization focused on customer success. Solution & Industry Expertise: Develop a strong working knowledge of Salesforce’s major solutions and leverage industry insight to position customers for future success. Mentorship & Development: Pursue challenging learning activities and mentor team members to accelerate their personal development and contribute subject‑matter expertise internally. Domain Expertise and Risk Mitigation Risk Management: Lead in identifying problems, leveraging the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high‑value renewals or Go‑Live dates are at risk. AI Governance & Guardrails: Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety‑by‑design principles. Root Cause Synthesis: Use AI tools for account‑level pattern recognition and access automated RCA reports for specific scenarios. Root Cause Analysis: Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms. Minimum Requirements Experienced business professional, preferably with 5‑6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields. Exceptional communication and presentation skills with demonstrated ability to influence effectively at all levels, including executive and C‑level. Ability to handle objections, navigate complicated discussions, and drive alignment. Must demonstrate persistence in the face of adversity and disappointment. Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment. Cloud/Platform Requirements 5‑6 years experience supporting customers using MuleSoft. Experience with deep MuleSoft Anypoint Platform expertise. Strong understanding of how MuleSoft solves business problems. API‑led connectivity: Three‑layer architecture enabling reusability and agility. Integration patterns: Real‑time sync, batch processing, event‑driven architectures. API Management: Governance, security policies, rate limiting. Deployment options: CloudHub vs Runtime Fabric – when to use each. Knowledge of MuleSoft + Salesforce integration (Salesforce Connector, Composer, Data Cloud). Understanding of when to engage technical resources for complex integrations. Understanding of integration patterns with enterprise systems (SAP, Oracle, Workday, ServiceNow). Familiarity with MuleSoft RPA capabilities. Multiple MuleSoft certifications (Developer + Integration Architect Associate). Note: This role is office‑flexible, with the expectation to be in‑office a minimum of three (3) days per week. When you join Salesforce, you’ll have support to find balance and be your best. Our AI agents accelerate your impact so you can do your best. Together, we bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Accommodations: If you need a reasonable accommodation during the application or recruiting process, please submit a request via the Accommodations Request Form. Posting Statement: Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All employees are assessed on the basis of merit, competence and qualifications—without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well, including time‑off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. The typical base salary range for this position is $150,100 – $227,000 annually. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role is $180,200 – $247,900 per year. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. More details about company benefits can be found at #J-18808-Ljbffr salesforce.com, inc.