Sr. Principal Customer Success Manager

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Job Category

Customer Success

Job Details

About Salesforce

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? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Customer Success Manager serves as a named resource and partner for the Salesforce Signature customer organizations. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and growth opportunities. They develop deep relationships with their customers’ team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Salesforce to provide a unified Signature experience for their customers.

The Customer Success Manager in the Public Sector operating unit supports federal civilian signature customers. They understand that supporting government customers requires a comprehensive understanding of government processes, regulations, and compliance requirements. Strong problem-solving abilities are necessary for navigating public sector challenges and finding innovative solutions. 

Your Impact

• Effectively aligns with and manages both Business & Technical Stakeholders around customer goals ensuring value is delivered through Signature

• Salesforce Core Product expertise as well as industry-relevant expertise

• Single point of customer relationship accountability covering only Signature-entitled customers building and maintaining strong, trusted relationships

• Authority in orchestrating technical resources & delivering technical information

• Drives Customer Success Score metrics for customers and handles Escalations and Red Accounts

• Possesses basic knowledge of customer’s tech stack and relevant Salesforce certifications

Preferred Qualifications & Skills

• Experienced professional with 5+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture

• Strong knowledge of Salesforce product and platform features, capabilities, and use cases

• Salesforce product certifications are strongly desired (Salesforce Administrator, Sales Cloud Consultant, Service Cloud consultant , Salesforce AI Associate, and any other relevant Salesforce certifications).

• Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers

• Outstanding communication and presentation skills with a demonstrated track record of influencing effectively at all levels of the organization

• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections

• Knowledge in one or more lines of business (LoBs)

• Highly adept at working autonomously, demonstrating initiative and ownership in driving projects forward.

• Proven ability to collaborate effectively with cross-functional teams, including sales, marketing, product development, and customer support, to ensure seamless customer experiences and drive business outcomes.

• Problem-solving and solution-oriented. Track record of identifying customer challenges, developing creative solutions, and implementing strategies to overcome obstacles and achieve desired results.

• Committed to continuous learning and adaptability, ongoing professional development, staying abreast of industry trends, emerging technologies, and best practices

• Proficiency