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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.

Role Description

For our customers who wish to get the most value out of their Salesforce investment, they purchase our Signature Success Plan which aligns a Customer Success Manager. When customers have Signature, they unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. Our CSMs are integral in delivering a great experience and maximum value on the platform.

As a Director-level Customer Success Manager (CSM), you will serve as a named resource and partner for 1-2 of Salesforce’s customers. You are a trusted advisor, forging deep cross-functional relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall Salesforce platform adoption, as well as technical and operational health which will help them to realize the maximum value out of their Salesforce investment. You will be accountable to identify KPIs, manage executive relationships, define a joint strategic roadmap, and ensure key Salesforce capabilities are aligned to the customer’s value proposition. You will also act as a point of contact for any major customer incidents and critically important peak events; responsible for managing expectations and communications through the resolution of such events. This role will manage one of the most strategic customers in our Technology vertical, and a perspective on the technology industry, trends, and opportunities will be critical. Success in the role will require functional and technical knowledge of the Salesforce platform, our core clouds (specifically Sales & Service) and the ability to work collaboratively across internal and external teams to provide a unified customer experience.

Your Impact

• Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers

• May act as lead CSM orchestrating multiple supporting CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos)

• Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature

• Single point of customer accountability building and maintaining strong, trusted relationships

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

• Delivers key Signature deliverables such as Roadmap, Entitlements, and Strategic Engagements

• Drives & communicates measurable value for both Product & Signature investment 

Minimum Requirements

• Experienced professional with 9+ years of relevant industry expertise in Sales / Service Operation Leadership, SaaS platforms / Customer Success, Management Consulting, and/or Solutions Architecture

• Knowledge of Salesforce Sales & Service CLoud platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles

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

• Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level

• Ability to facilitate difficult discussions and be adept at handling objections

• Degree or equivalent experience required. Experience evaluated b