Senior Customer Success Manager

Customer Success Manager

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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? 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.

What You'll Actually Be Doing

• Own the end-to-end Signature Success experience for a portfolio of high-value customers coordinating all deliverables, tracking health metrics, and ensuring customers realize measurable business value throughout the lifecycle.
• Build and maintain trusted relationships with business and technical stakeholders, including executive leadership, by aligning Salesforce capabilities to each customer's strategic priorities and roadmap.
• Proactively identify adoption gaps, monitor platform health, and deliver tailored recommendations that drive feature utilization, stability, and performance.
• Partner cross-functionally with Sales, Engineering, and Product to resolve escalations, manage major incidents, and surface expansion and renewal opportunities.

We are looking for candidates who have experience supporting customers in the following industries:

• State & Local / Education (SL/ED) Partner with state governments, municipalities, counties, and K-12/higher education institutions to modernize legacy systems and enhance constituent engagement, requiring understanding of diverse regulatory environments and budget cycles across jurisdictions. This is an Individual Contributor position.

Requirements:

• You have 10+ years of experience in Customer Success, SaaS platform management, or a related field, with a track record of driving business value for enterprise customers.
• You can translate complex technical concepts into clear business terms and confidently navigate conversations with both technical teams and C-level stakeholders.
• You have hands-on experience with Salesforce Service Cloud, including features such as Omni-Channel, Digital Engagement, or Service Cloud Voice.
• Experience will be evaluated based on alignment to the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Legal authorization to work in the U.S. is required. Company visa sponsorship is not available for this position at this time.

Preferred:

• You hold a Salesforce Service Cloud Consultant or Administrator certification (additional certifications such as AI Associate, Data Cloud, or Agentforce Specialist are a bonus).
• You have experience working with customers in regulated or complex industries such as K-12 or higher education.
• You're familiar with Einstein AI for Service, including case routing, chatbots, or predictive service capabilities.
• You have experience using AI tools to streamline customer success workflows, such as automated health monitoring, meeting summaries, or success plan generation.

Unleash Your Potential

When 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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this 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. 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: