Customer Success Manager

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. 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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place Agentforce is the future of AI, and you are the future of Salesforce.

We're looking for an exceptional candidate to join the Customer Success Team as a Customer Success Manager and work with our most complex high value customer engagements.

You are a strategic business professional with experience in driving large scale technology based change. With a focus on enhancing return on investment, you will challenge the customer status quo and influence large-scale Salesforce enabled transformation programs with a view to champion a new culture of business and IT collaboration, innovation, agility, increased adoption and continuous improvement.

In this role, you will bring in-depth industry and enterprise knowledge to lead Salesforce-enabled transformations for our customers, and proactively make recommendations that provide direct P&L impact. You will facilitate a partnership between Salesforce's largest customers with our executives and our subject matter experts resources.

The successful candidate is able to obtain alignment across multiple internal and external business stakeholders (e.g. execs and implementation partners, product teams), and can help customers plan and transform their business successfully through strategic innovation and business value realisation.

On a day to day basis, you will lead a team (without them reporting to you directly) of Success Architects, Success Managers and Specialists to host daily stand ups, weekly governance calls while guiding the teams to resolve complex multi cloud situations.

Key Responsibilities

• Develop a deep understanding of assigned customers business and industry to ensure maximum impact of Salesforce products
• Manage accountability of Salesforce with our customers
• Provide digital strategy thought leadership, leveraging Salesforce s multi-cloud platform
• Scope, plan and lead the delivery of engagements that enable the desired customer business outcomes.
• While supporting customer on their outcomes, you are laser focused on direct attribution of their engagement and work products to the outcomes of Adoption, Performance, Engagement.
• Aligned to the highest level of Salesforce Success Plan (Signature) by delivering value from Success Engagements.
• Retain and grow the most complex customers, while ensuring that the customer is on the highest level of Success Plan (Signature)
• Acts as a senior member of the team, representing the Customer Success team in Joint Account Planning motions with the sales teams
• Provide recommendations of additional Salesforce capabilities and services
• Through a successful strategic engagement, ensure the natural achievement of financial outcomes for Salesforce:
• Revenue Growth
• Churn/Attrition Prevention
• Securing of Renewals
   

Requirements & Skills

• Solid SaaS customer success, technology consulting, project delivery or solution consulting experience in a customer facing role
• Technical skills/experience with Salesforce technology, ideally Marketing Cloud or similar such as Braze or Adobe would also be relevant
• Ability to foster trusted relationships throughout Salesforce including Customer Success, Sales and Product Management
• Demonstrated leadership skills
• Ability to manage highly-matrixed organizations
• In-depth enterprise & industry Knowledge
• Strong analytical background
• Delivery excellence & enterprise agility
• Ability to own complex program management for Salesforces most strategic customers
• Ability to deliver a strong execution plan/roadmap for accelerated transformation
   

Highly Desirable Skills & Certifications

• Certified Prosci Change Management Practitioner
• Digital Operating Model/Transformation credentials/experience
• Salesforce certifications and credentials

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Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what's possible — for yourself, for AI, and the world.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: 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.