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About the Role

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. Ensuring the seamless delivery of all deliverables necessary to advance the customer’s core business goals. The Senior Manager is required to integrate multiple products or processes to create effective customer solutions.

Responsibilities

Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.
Effectively own the Signature experience across complex, multi-org customers, organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans.
Act as the central resource for the team and the customer, connecting all the dots and proactively taking ownership of customer needs.
Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
Align the Account Success team and internal stakeholders around the customer’s business and technical goals, ensuring value delivery through the Signature offer.
Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building.
Determine which customer segments or tasks require high-touch human coverage vs. “always-on” AI support.
Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport.
Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results and drive consensus with collaborators.
Influence key internal and external stakeholders to engage in the process.
Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals.
Adapt established solutions to solve complex customer problems.
Amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success.
Develop a strong working knowledge of Salesforce’s major solutions and a “sales pitch” understanding of the rest.
Leverage industry insight to position customers for future success.
Demonstrate a growth mindset by pursuing challenging learning activities.
Mentor team members to help accelerate their personal development and contribute subject matter expertise internally within Salesforce.
Act as the leader in identifying problems and leverage escalation processes when high-value renewals or Go-Live dates are at risk.
Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles.
Use AI tools for account-level pattern recognition and access automated RCA reports for specific scenarios.
Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms.

Requirements

Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.
Ability to handle objections, navigate complicated discussions, and drive alignment.
Must demonstrate persistence in the face of adversity and disappointment.
Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.
5-6 years experience supporting customers using Sales Cloud and Service Cloud.
Sales Cloud Consultant, Service Cloud Consultant, Advanced Administrator certifications.
Knowledge of advanced features: Sales Cloud (Sales Engagement, High Velocity Features, Einstein AI), Service Cloud (Omni-Channel, Service Cloud Voice, Digital Engagement, Field Service Lightning, Einstein AI).
Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions).
Strong understanding of Sales Cloud (sales effectiveness, revenue operations strategy, territory management, collaborative forecasting, pipeline inspection tools).
Strong understanding of Service Cloud (customer service transformation, contact center operations, telephony integrations, IVR systems, workforce management tools).
Experience supporting enterprise sales organizations and complex sales processes.
Understanding of sales (MEDDIC, Challenger, Solution Selling) and service (ITIL, customer success frameworks) methodologies and appropriate configurations.
Knowledge of Agentforce SDR & Service Agent and AI-powered selling/service capabilities.

Skills

Customer Success
SaaS platform use
Strategic consulting
Communication
Presentation
Influence
Executive presence
Objection handling
Problem-solving
Alignment
Persistence
Sales Cloud
Service Cloud
Einstein AI
Omni-Channel
Service Cloud Voice
Digital Engagement
Field Service Lightning
Einstein for Sales
Einstein for Service
Sales effectiveness
Revenue operations strategy
Territory management
Collaborative forecasting
Pipeline inspection
Customer service transformation
Contact center operations
Telephony integrations
IVR systems
Workforce management
Enterprise sales
Complex sales processes
MEDDIC
Challenger Sale
Solution Selling
ITIL
Customer success frameworks
Agentforce SDR
Service Agent
AI-powered selling
AI-powered service

Location

Seattle
San Francisco
Irvine
Indianapolis
Dallas
NYC
Boston
Southern CA (Remote)
South Florida (Remote)
NY Metro

Work Type

Hybrid
Remote

Experience Level

Senior Manager
5-6 years of relevant industry expertise
5-6 years experience supporting customers using Sales Cloud and Service Cloud

Education Level

Sales Cloud Consultant certification
Service Cloud Consultant certification
Advanced Administrator certification
Additional Salesforce product certifications are a plus (AI Associate, Platform App Builder, Data 360 Specialist, Agentblazer, CPQ Specialist, Field Service Consultant, Slack)

Salary/Compensations

$150,100 - $227,000 annually
$180,200 - $247,900 per year (California, New York, Boston, Chicago, Seattle, Washington DC metro areas)

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.
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.
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.
At Salesforce, we believe in equality for all.
We believe we can lead the path to equality in part by 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.