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About the Role

As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and 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 optimisation 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 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 organisations 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 new feature adoption.
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 occasional travel to customer sites and for some after-hour or weekend coverage, depending on the customer’s need.

Requirements

Minimum of 7 years of work experience in Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform.
4+ years’ experience in management consulting services.
Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level.
Skills for analysing technical concepts and 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.

Skills

Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant).
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Experience working with Enterprise-level customers.

Location

Office-flexible

Work Type

Hybrid (3 days per week in office)

Experience Level

7+ years of work experience
4+ years’ experience in management consulting services

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.
For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan.
When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

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 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.
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.