Customer Success Manager - Core (Sales & Service) Clouds

About the role

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan 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.

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, overseeing the experience throughout the Signature lifecycle.
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
• 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 with reps, agents, managers, supervisors, and ops teams.
• Track usage metrics and develop and maintain strong relationships at key stakeholder levels, including cultivating 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 to their problems.
• Solidify partnership commitments and drive innovation aligned with customers' business challenges.
• Increase customer engagement with products and services and identify major political barriers to customer success.
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
• Identify underutilization of contracted entitlements and align platform features with customer priorities to increase throughput.
• Manage major incidents, such as checkout failures or email deliverability drops, to protect peak revenue.
• Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
• Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.
• Escalate complex automation, data model, routing, or integration questions to technical resources.

Requirements

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

Preferred Requirements

• Sales Cloud Consultant and Service Cloud Consultant certifications.
• Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).
• Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions).
• Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self-service portals.

Benefits

At Salesforce, we offer a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.