Senior Manager of Customer Success - Business Performance Management

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

About the role
Salesforce is seeking a strategic and results-driven Senior Manager of Customer Success for Business Performance to join our Customer Success Planning Team. This role will drive awareness of Customer Success performance by proactively inspecting performance, diagnosing gaps, and influencing course corrections. You will craft the performance narrative through compelling storytelling, executive-level reporting, and critical communications that align partners on business performance and key priorities. Success requires strong business insight, a strategic attitude, and outstanding communication skills to distill sophisticated data into clear, compelling narratives that influence decision-making and align partners. This is an individual contributor role where you will work with several cross-functional teams.
Join an amazing team to make a meaningful impact to our organization!

As a Senior Manager, you will:

Drive performance visibility

• Proactively inspect Customer Success performance and forecasts against key objectives and targets.
• Build clear, data-driven narratives to ensure all collaborators understand and connect to business performance.
• Lead performance reviews to assess progress, identify risks, and develop action plans.
• Example deliverable: Performance insights monthly reports

Develop Stakeholder Engagement & Communication

• Craft and implement a Customer Success communication strategy to ensure timely and effective stakeholder engagement.
• Partner with teams to orchestrate business reviews, community calls, and leadership updates that drive alignment and decision-making.
• Develop and deliver presentations to senior executives and various levels within their teams.
• Lead various communication channels to ensure effective partner engagement.
• Example deliverable: Communications plan

Shape the Customer Success Performance Narrative

• Craft executive-level presentations and reports that clearly communicate performance, key insights, decisions, and progress.
• Deliver compelling storytelling that aligns stakeholders at all levels on CS priorities, risks, and opportunities.
• Customize insights and reporting for different team member levels.
• Example deliverable: Executive deck with narrative on progress, risks and opportunities

Influence key decisions

• Partner with leaders to diagnose performance gaps, mitigate risks, and implement course corrections that get results.
• Develop compelling, insightful recommendations to advise executive decision-making.
• Example deliverable: Mitigation plan for areas at risk

Thrive in Ambiguity & Fast-Paced Environments

• Act as an internal consultant, identifying root causes of challenges and presenting well-researched solutions.
• Operate with a self-starter mentality, handling multiple priorities while driving clarity in complex situations.

Experience and Skills Required:

• Bachelor's degree in business or a related field.
• 8+ years of experience in strategy, management consulting, or related roles, preferably within the Salesforce ecosystem.
• Strategic/creative problem solver who has validated the ability to see the big picture and connect the dots.
• Strong eye for business with the ability to analyze trends in data, identify risks and opportunities
• Problem solver able to quickly pick up on business challenges and craft effective solutions
• Program management and organizational change expertise.
• Deep experience in writing, story-telling, verbal communications and presentations
• Adept at distilling sophisticated content into clear, concise and engaging communications and presentations
• Expertise in