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About the Role
Salesforce is seeking a Senior Customer Success Manager (CSM) to partner with nonprofit and NGO customers, helping them maximize the value of their Salesforce investment. This strategic, customer-facing role requires strong Salesforce knowledge, consultative skills, and executive stakeholder management experience, acting as a trusted advisor to drive platform adoption, operational success, and long-term customer value.
Responsibilities
- Serve as the primary point of accountability for Signature Success customers, ensuring an outstanding customer experience, retention, and growth.
- Build trusted relationships with executive stakeholders, IT leadership, and business teams within nonprofit and NGO organizations.
- Drive customer success through platform adoption, optimization, proactive guidance, and strategic planning.
- Advise customers on Salesforce capabilities, releases, best practices, and potential risks.
- Coordinate Signature Success services and collaborate across internal teams to deliver successful customer outcomes.
- Act as a customer advocate during critical incidents and escalations, ensuring effective communication and timely resolution.
- Support renewal and expansion opportunities by consistently demonstrating customer value.
Requirements
- 8+ years of experience in Customer Success, Technical Account Management, Salesforce consulting, Solutions Architecture, or SaaS advisory roles.
- Experience with Salesforce Nonprofit Cloud or a comparable CRM platform.
- Strong experience managing enterprise customer relationships and executive stakeholders.
- Ability to translate technical concepts into business-focused recommendations.
- Excellent communication, presentation, and stakeholder management skills.
- Experience leading cross-functional collaboration in complex customer environments.
Skills
- Salesforce knowledge
- Consultative skills
- Executive stakeholder management
- Platform adoption
- Optimization
- Proactive guidance
- Strategic planning
- Salesforce capabilities
- Releases
- Best practices
- Risk assessment
- Customer advocacy
- Communication
- Presentation
- Stakeholder management
- Cross-functional collaboration
Location
- Remote
Work Type
- Full-time
Experience Level
- Senior
- 8+ years
Education Level
- Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, or Service Cloud Consultant.
Benefits
- Benefits and resources support you to find balance and be your best.
- AI agents accelerate your impact so you can do your best.
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.
- At Salesforce, our Signature Success Plan provides enterprise customers with Salesforce’s highest level of strategic partnership, technical expertise, and proactive support.
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.
- 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.
- 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.