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About the Role

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

Responsibilities

Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
Coordinate all deliverables the customer is entitled to across the Signature lifecycle.
Apply the correct processes to address customer needs.
Identify underutilization of contracted entitlements and align platform features with customer priorities to increase throughput.
Align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
Develop and maintain strong relationships at key stakeholder levels, including executive-level relationships within customer IT and business leadership.
Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions.
Solidify partnership commitments, drive innovation aligned with customers’ business challenges, and identify major political barriers to customer success.
Partner with Sales, Engineering, Product Management, and more experienced team members to solve complex problems and develop strategic success plans.
Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
Share best practices for sales and service process optimization, data quality, and customer experience.
Drive adoption of Sales and Service Cloud features and tools like Journey Builder or Commerce Promotions.
Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores).
Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
Serve as the primary interface for major incidents and escalate complex automation, data model, routing, or integration questions to technical resources.
Use AI to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
Use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
Use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
Actively seek out “Agentblazer” training and certifications.
Prioritize the most urgent work, form a clear plan for client engagements, communicate proactively, keep the customer goal central to decision-making, and apply product knowledge to ask effective diagnosis questions and align platform features with customer priorities and roadmaps.

Requirements

Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields.
3-4 years experience supporting customers using Sales Cloud and Service Cloud.
Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms.
Working knowledge of core features (Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards; Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing).
Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes.
Familiarity with Sales Cloud automation (workflows, process builder, flows) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros).
Ability to demonstrate Lightning Sales/Service Console and mobile app.
Knowledge of common sales (territory management, lead assignment, opportunity stages) and service (case deflection, knowledge management, multi-channel support) use cases.
Industry-relevant expertise with an understanding of the broad impact of the industry on the customer’s business.
Actively seeks out learning activities, approaches obstacles as growth opportunities, and seeks experienced mentors to accelerate personal development.

Skills

Salesforce
SaaS platform use
Sales Cloud
Service Cloud
AI
Journey Builder
Commerce Promotions
Einstein for Sales
Einstein for Service

Location

NY Metro preferred

Work Type

Office-flexible (minimum 3 days in-office per week)

Experience Level

3+ years of relevant industry expertise
3-4 years experience supporting customers using Sales Cloud and Service Cloud

Education Level

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

Salary/Compensations

$123,100 - $186,300 annually (US)
$147,400 - $202,600 annually (California, 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 and 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.
Salesforce believes in equality for all and can lead the path to equality in part by 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.
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.