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About the Role

As a Customer Success Manager, Senior Manager (CSM Senior Manager), you will serve as a named resource and partner for Salesforce’s HLS customer organizations. You are a trusted advisor, forging deep 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 technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.

Responsibilities

Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and 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.
Provide timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
Act as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
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.
Be available for some after-hour or weekend coverage depending on the customer’s need.

Requirements

Experience within HLS (the Healthcare or Life Sciences industries)
Minimum of 8 years work experience in one or more of the following: Technical Customer Success, Salesforce CRM, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Experience with Salesforce Sales Cloud and/or Service Cloud, and/or relevant competing platforms.
4+ years of experience in management consulting services.
Experience working with Enterprise-level customers.
Exceptional 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 both analyzing technical concepts and translating them into business terms and for 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 resolution or disposition of customer needs or projects.
Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).

Skills

Salesforce CRM
SaaS platform use
Project leadership
Technology Consulting
Technology Solutions Development
Technical and/or Solutions Architecture
Salesforce Sales Cloud
Salesforce Service Cloud
Communication skills
Presentation skills
Analyzing technical concepts
Translating technical concepts into business terms
Mapping business requirements into technical features
Explaining complex technical concepts in business-friendly terms
Explaining customer needs to internal partners
Software development process
Design methodologies
Leading cross-functional teams
Modern cloud data platforms (Snowflake, Databricks, BigQuery, RedShift)
AI tools (Python, R, Jupyter)
Driving business outcomes through AI, automation, and data

Location

Office-flexible

Work Type

Full-time
Hybrid

Experience Level

Senior Manager
8+ years of experience
4+ years of management consulting experience

Salary/Compensations

$123,100 - $273,000 annually
$147,400 - $298,400 per year in California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC

Benefits

Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program

About the Company

Salesforce is the #1 AI CRM, where humans with agents drive customer success together.
Salesforce is leading workforce transformation in the agentic era.
Agentforce is the future of AI.

Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
Salesforce believes in equality for all and is committed to creating a workplace that’s inclusive and free from discrimination.
Workplace discrimination is illegal.
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.
Salesforce will consider for employment qualified applicants with arrest and conviction records.