Senior Customer Success Manager

Customer Success Manager, Senior ManagerSalesforce 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, 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. Ensuring the seamless delivery of all deliverables necessary to advance the customer's core business goals. The Senior Manager is required to integrate multiple products or processes to create effective customer solutions.Location availability varies by vertical. Please indicate your target vertical and location in your application.We are looking for candidates who have experience supporting customers in one or more of the following industries:Technology, Media & Telecommunications (TMT) – Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale. Direct experience with Media Cloud is strongly preferred. Hybrid: Seattle, San Francisco, Irvine, Indianapolis, Dallas, NYC, Boston. (Remote: Southern CA, South Florida)Health & Life Sciences (HLS) – Collaborates with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform. Direct experience with Health Cloud is preferred.Hybrid: Seattle, Indianapolis, Atlanta, Chicago, Dallas, NYC, Boston. ( Remote: Texas (outside Dallas), California (outside Southern CA), Minneapolis, New Jersey, North Carolina)This is an Individual Contributor position.Your ImpactStrategic Accountability and Account LeadershipROI-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. This involves 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. This includes proactively taking ownership of customer needs 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): Determining which customer segments or tasks require high-touch human coverage vs. "always-on" AI support.Trusted Advisory and Executive InfluenceAdvanced 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 with collaborators and influence key internal and external stakeholders to engage in the process.Business Insight: Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer's core business goals. This includes adapting established solutions to solve complex customer problems.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. Leverage industry insight to position customers for future success.Mentorship & Development: Demonstrate a growth mindset by pursuing challenging learning activities. Mentor team members to help accelerate their personal development and contribute subject matter expertise internally within Salesforce.Domain Expertise and Risk MitigationRisk Management : Act as the leader in identifying problems. 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 Trust Layer, and implementation of safety-by-design principles.Root Cause Synthesis: Can 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 RequirementsExperienced 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. 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 Sales Cloud and Service Cloud.Certifications : Sales Cloud Consultant, Service Cloud Consultant, Advanced AdministratorKnowledge 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 RequirementsAdditional 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 (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions).Strong understanding of:Sales Cloud: sales effectiveness, revenue operations strategy, territory management, collaborative forecasting, pipeline inspection toolsService Cloud: customer service transformation, contact center operations, telephony integrations, IVR systems, workforce management toolsExperience supporting enterprise sales organizations and complex sales processesUnderstanding of sales (MEDDIC, Challenger, Solution Selling) and service (ITIL, customer success frameworks) methodologies and appropriate configurations.Knowledge of Agentforce SDR & Service Agent and AI-powered selling/service capabilities.Note: This role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week if the candidate resides near one of the listed hubs. Remote candidates will be considered in the locations specified above by vertical.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