Senior Manager, Customer Success Manager (CSM), NGO

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.Job CategoryCustomer SuccessJob DetailsAbout SalesforceSalesforce 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.The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.In the "Agentic Era," the Marketing & Commerce CSM serves as a Strategic Partner who is truly "at home" in the digital-first world. You speak the customer’s language, fluently discussing ROAS, conversion funnels, and omnichannel orchestration while navigating industry-specific challenges such as peak-season scaling and privacy shifts.Your primary impact comes from your ability to translate complex business goals into a seamless customer journey across Marketing & Commerce. As a domain authority, you understand that technology only succeeds when it is grounded in a deep understanding of the customer’s business challenges and market trends.We are looking for candidates who have experience supporting nonprofit, mission-driven NGO, and international development organizations as they leverage technology to maximize social impact and operational efficiency. Candidates should bring a passion for social good and experience working with grant-funded programs.Your ImpactCustomer Accountability and Value AlignmentServe as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycleApply the correct processes to address customer needs and ensure value is delivered through the Signature offer.Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.Strategic Advisory and Stakeholder ManagementDevelop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.Solidify partnership commitments and drive innovation aligned with customers' business challenges.Increase customer engagement with products and services and identify major political barriers to customer success.Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue.Technical Health, Adoption, and Risk ManagementConduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput.AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask ** effective diagnosis questions**, and align platform features with customer priorities and roadmaps.Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues.Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.Minimum RequirementsMinimum 5 years of industry expertise in Customer Success, SaaS platforms, and Marketing/Commerce operations.Consulting: Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences.Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences.Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business.Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal developmentDrives long-term commercial success as a Sales Cloud trusted advisor, bridging the gap between front-line selling and back-office operations. Guide customers through the evolution of their Salesforce maturity, ensuring that platform features like Forecasting and Pipeline Inspection are leveraged to maximize win rates and organizational growth.In addition (required):Cloud/Platform Requirements: 4 years experience supporting customers using Marketing Cloud.Must have Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training credentials.Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist)6 years of professional experience in customer-facing roles.Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week. This is not a remote position.Preferred Qualifications: Experience working with nonprofit organizations strongly preferredCertifications: Marketing Cloud (Email Specialist, Engagement Foundations) certifications.Data Cloud: Strong preference for hands-on experience or certification in Salesforce Data Cloud to drive unified customer insights.Foundational Plus: Possession of the Salesforce Platform Administrator certification.AI Readiness: Holds Agentblazer Champion Status or higherConduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Marketing Promotions, ensuring platform stability and performance.Identify underutilization of contracted entitlements (e.g., messaging volume) and align platform features with customer priorities to increase throughput.Unleash Your PotentialWhen 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.AccommodationsIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.Posting StatementSalesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? 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. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be 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. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.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. More details about company benefits can be found at the following link: Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $150,100 - $227,000 annually There is a different range applicable to specific work locations. 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 in those locations is $180,200 - $247,900 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.SummaryLocation: Illinois - Chicago; District of Columbia - Washington; New York - New York; Georgia - Atlanta; Indiana - IndianapolisType: Full time