Customer Success Senior Manager - Retail and Consumer Goods (RCG/ CPG)

Job Title Customer Success Manager, Senior Manager (CSM) for Retail and Consumer Good/ Consumer Packaged Goods Role Overview Serve as a named resource and partner for Salesforce’s customer organizations. Act as a trusted advisor, forging deep relationships with customers and account teams while maintaining awareness of key events, needs, potential risks, and value drivers. Focus on improving customers’ overall technical and operational health, helping them realize the maximum value of their Salesforce investment. Act as the point of contact for major customer incidents and manage expectations and communications through resolution. Your Impact Orchestrate Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion. Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities. Launch and execute Customer Success Plans; renew and expand across customers. Proactively manage risks and urgent escalations, partnering across internal Salesforce teams to swiftly resolve challenges. Monitor market and customer trends to provide insights and innovation. Track and communicate customer health metrics, customer success scores, and overall loyalty insights. Minimum Requirements Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant). Minimum of 8+ years in Customer Success, Technical Account Management, Consulting, or equivalent experience, preferably in RCG and/or CPG. Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes. Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies. Deep understanding of Salesforce’s ecosystem, products, and best practices. Proven track record leading efforts across large, cross‑functional teams to drive customer success. Exceptional communication, presentation, and influence skills at all organizational levels. Experience managing escalations and resolving critical customer situations. Degree or equivalent relevant experience required; experience will be evaluated on core proficiencies for the role (e.g., extracurricular leadership roles, military experience, volunteer roles, work experience, etc.). Preferred Requirements Salesforce Certifications: AI Associate, AI Specialist, Administrator, Advanced Administrator, Data Cloud Consultant, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant. Knowledge of modern cloud data platforms (Snowflake, Databricks, BigQuery, RedShift) and AI tools (Python, R, Jupyter). Passion for helping customers drive business outcomes through AI, automation, and data. Previous experience working with enterprise customers and scaling innovation initiatives. Office Flexibility This role is office‑flexible, with the expectation that you will work from a Salesforce office three (3) days per week. 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. All employees and applicants 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 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. Benefits and Compensation 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 typical base salary range for this position is $123,100 - $227,000 annually. In California, New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role is $147,400 - $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. #J-18808-Ljbffr Salesforce