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About the Role

The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce’s largest and highest-profile customers. You will be responsible for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment.

Responsibilities

Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
Help your customers achieve their business goals and outcomes on the Salesforce platform by coordinating the completion of the Signature Success catalog of services, providing timely, proactive Salesforce feature guidance, and acting as an advisor for adoption of new features.
Communicate the value of Signature Success and ensure all collaborators understand this value so that customers continue to renew Signature Success.
Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
Occasionally be available for some after-hour or weekend coverage depending on the customer’s need.
Anticipate and adapt to role changes per evolving Salesforce needs.

Requirements

Experienced professional with 8+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Exceptional English communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
Skills for analyzing technical concepts, translating them into business terms, and mapping business requirements into technical features.
Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
Knowledge of software development process and design methodologies.
Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
Current Experience working in the Financial&Regulated/HLS industry.
Familiarity with Sales and Service capabilities, including pipeline management, forecasting, case management, and omni-channel service delivery.
Understanding of how enterprise sales and service teams operate and derive value from CRM platforms.
Experience guiding customers through Sales and Service adoption, optimization, and expansion.
+2 years in the Salesforce Ecosystem.
Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant).
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Degree or equivalent experience required.
Flexibility to travel to the London office 3 days a week.

Skills

AI CRM
Customer Success
Technical Customer Success
SaaS platform use
Project leadership
Technology Consulting
Technology Solutions Development
Technical Architecture
Solutions Architecture
Communication
Presentation skills
Influencing
Technical concept analysis
Business requirement mapping
Software development process
Design methodologies
Cross-functional team leadership
Financial&Regulated/HLS industry knowledge
Sales Cloud
Service Cloud
CRM platforms
Salesforce product knowledge
Salesforce feature knowledge
Salesforce deployment

Location

London

Work Type

Hybrid

Experience Level

8+ years of relevant industry expertise
+2 years in the Salesforce Ecosystem

Education Level

Degree or equivalent experience required

Benefits

Benefits and resources support you to find balance and be your best
AI agents accelerate your impact

About the Company

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?
Agentforce is the future of AI, and you are the future of Salesforce.

Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
We believe in equality for all and creating a workplace that’s inclusive, and free from discrimination.
Any employee or potential employee 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 current and prospective employees, no matter where they are in their Salesforce employment journey.
It also 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.
We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme.
We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role.
Applicants are welcome to opt-in to the interview scheme as part of the application process.