Customer Succes Manager, Senior Manager-Mulesoft

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. Customer Success 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. Role Description The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi‑org Signature customers. This role acts as a primary strategic partner who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment. We are looking for candidates who have experience supporting customers in one or more of the following industries: Financial Services (FINS) : Partners with banks, insurance companies, wealth management firms, and fintech organizations to drive digital banking transformation, enhance customer experiences, ensure regulatory compliance, and maximize ROI on Salesforce investments. 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 all activities translate directly into tangible value for the customer. Complex Program Management: Effectively own the Signature experience across complex, multi‑org customers by organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans. Resource Mobilization: Act as the central resource for the team and the customer, connecting all the dots and 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 vs. “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 to build deep rapport. Complex Navigation: Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results, drive consensus, and influence 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: Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser‑focused on customer success. Solution & Industry Expertise: Develop a strong working knowledge of Salesforce’s major solutions and a “sales pitch” understanding of the rest, leveraging industry insight to position customers for future success. Mentorship & Development: Demonstrate a growth mindset by pursuing challenging learning activities and mentor team members to accelerate their development. Domain Expertise and Risk Mitigation Risk Management: Lead identification of problems and leverage 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 the 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 a demonstrated ability to influence effectively at all levels, including executive and C‑level. Ability to handle objections, navigate complicated discussions, and drive alignment with persistence in the face of adversity and disappointment. Ability to clarify roles and responsibilities and serve as the central resource, ensuring clear technical and business alignment. Cloud/Platform Requirements 5‑6 years experience supporting customers using MuleSoft. Deep MuleSoft Anypoint Platform expertise. Strong understanding of how MuleSoft solves business problems: API‑led connectivity, integration patterns, API management, deployment options. Knowledge of MuleSoft + Salesforce integration (Salesforce Connector, Composer, Data Cloud). Understanding of when to engage technical resources for complex integrations. Familiarity with MuleSoft RPA capabilities. Multiple MuleSoft certifications (Developer + Integration Architect Associate). Note: this role is office‑flexible, and the expectation is to be in‑office a minimum of three (3) days per week. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form. Equal Employment Opportunity Salesforce is an equal‑opportunity employer. We are committed to analyzing merit, competence, and qualifications impartially, 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 any other protected classification. Compensation and Benefits Compensation offered will be determined by location, job level, and experience. Salary ranges for this position are typically $150,100 – $227,000 annually, with higher ranges in certain U.S. markets. Benefits include medical, dental, vision, mental health support, paid parental leave, life and disability insurance, a 401(k) plan, and an employee stock purchasing program. Additional equity, bonus, and incentive compensation may apply for eligible roles. #J-18808-Ljbffr salesforce.com, inc.