Customer Success Manager, Senior Manager - Core (Sales ...

Customer Success Manager, Senior Manager The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi"‘org Signature customers. This role acts as a primary strategic partner who maintains a continual focus on the customer's business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment. The Senior Manager integrates multiple products or processes to create effective customer solutions. Your Impact Strategic Accountability and Account Leadership ROI"‘Driven Engagement: Determine when and how to engage clients based on calculated ROI. Complex Program Management: Own the Signature experience across complex, multi"‘org customers. Resource Mobilization: Act as the central resource for the team and the customer. Engagement Charter: Craft a clear engagement charter with specified goals and metrics. Business Value Integration: Align the Account Success team and internal stakeholders. Agentic Workflow Design: Design multi"‘step digital workflows where agents handle repetitive data"‘intensive work. ROI Segmentation (Human vs. AI): Determine which customer segments or tasks require high"‘touch human coverage versus "always"‘on" AI support. Trusted Advisory and Executive Influence Advanced Stakeholder Management: Cultivate relationships with customer IT and business executive leadership. Complex Navigation: Navigate the customer's and Salesforce's internal organizational dynamics. Business Insight: Combine expert Salesforce knowledge with deep business insight. Customer Advocacy: Amplify the voice of the customer with internal teams. Solution & Industry Expertise: Develop a strong working knowledge of Salesforce's major solutions. Mentorship & Development: Mentor team members to accelerate their development. Domain Expertise and Risk Mitigation Risk Management: Identify problems and use the Red Accounts Escalation Play and Case Oversight & Incident Management processes. AI Governance & Guardrails: Guide customers through governance frameworks. Root Cause Synthesis: Use AI tools for account"‘level pattern recognition and automated RCA reports. Root Cause Analysis: Question assumptions to uncover root causes and reveal new opportunities. Minimum Requirements 5-6 years of relevant industry experience in Customer Success, SaaS platform use, or related strategic consulting fields. Exceptional communication and presentation skills with demonstrated influence at executive levels. Ability to handle objections, navigate complicated discussions, and drive alignment. Capacity to clarify roles and responsibilities of collaborators and serve as the central resource. Cloud/Platform Requirements 5-6 years experience supporting customers using Sales Cloud and Service Cloud. Certifications: Sales Cloud Consultant, Service Cloud Consultant, Advanced Administrator. Knowledge of advanced features: Sales Cloud: Sales Engagement, High Velocity Features, Einstein AI (lead/opportunity scoring, forecasting). Service Cloud: Omni"‘Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning, Einstein AI (case routing, chatbots, predictive service). Preferred Requirements Additional Salesforce product certifications (AI Associate, Platform App Builder, Data 360 Specialist, Agentblazer, CPQ Specialist, Field Service Consultant, Slack). Experience with Einstein for Sales and Service analytics. Strong understanding of sales and service methodologies such as MEDDIC, Challenger, Solution Selling, ITIL, and customer success frameworks. Understanding of Agentforce SDR & Service Agent and AI"‘powered selling/service capabilities. Office"‘Flexible Note This role is office"‘flexible and requires being in"‘office a minimum of three (3) days per week. Benefits Salesforce offers time"‘off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), employee stock purchase program, and other benefits. Posting Statement Salesforce is an equal"‘opportunity employer and maintains a policy of non"‘discrimination with all employees and applicants for employment. ... (Summary of legal EEO and fair"‘chance statements.) #J-18808-Ljbffr

Created: 2026-04-20