Customer Success Manager - Core (Sales & Service) Clouds - TMT

About the role

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Responsibilities

• Own the full Signature Success experience for your customers - from coordinating entitled deliverables to driving adoption of Sales Cloud and Service Cloud - so customers see measurable business outcomes throughout their lifecycle.
• Build and sustain trusted relationships with business and technical stakeholders, including executive sponsors, translating platform capabilities into strategies that align with each customer's goals and roadmap.
• Monitor platform health, track adoption metrics, and lead proactive reviews that surface release recommendations, flag risks, and protect customers during critical business moments like peak revenue periods.
• Use AI tools and agent-based workflows to streamline success planning, health monitoring, and QBR preparation, and actively develop fluency in autonomous agent capabilities through ongoing learning.

Requirements

• 4–6+ years in Customer Success, Account Management, or a strategic customer-facing SaaS role.
• Proven experience managing large, complex enterprise accounts with multiple stakeholders.
• Skilled at facilitating business conversations, handling objections, and influencing stakeholders at all levels, including the C-suite, in clear and confident terms.
• Experience with adoption and renewal motions in a multi-product environment.
• Hands-on experience supporting customers on Sales Cloud and Service Cloud, including core features like opportunity management, forecasting, case management, and Omni-Channel routing.

Better if...

• You hold Salesforce certifications such as Sales Cloud Consultant, Service Cloud Consultant, Administrator, or AI Associate.
• You have experience with Einstein for Sales or Service features, including lead scoring, case classification, and article recommendations.
• You're familiar with how Sales Cloud integrates with marketing automation tools and how Service Cloud connects with telephony, chat, and self-service portals.
• You have experience working on digital transformation or cloud migration initiatives.

Qualifications

4–6+ years in Customer Success, Account Management, or a strategic customer-facing SaaS role.

Proven experience managing large, complex enterprise accounts with multiple stakeholders.

Skilled at facilitating business conversations, handling objections, and influencing stakeholders at all levels, including the C-suite, in clear and confident terms.

Experience with adoption and renewal motions in a multi-product environment.

Hands-on experience supporting customers on Sales Cloud and Service Cloud, including core features like opportunity management, forecasting, case management, and Omni-Channel routing.

You're familiar with how Sales Cloud integrates with marketing automation tools and how Service Cloud connects with telephony, chat, and self-service portals.

You have experience working on digital transformation or cloud migration initiatives.

Skills

• Customer Success experience.
• Account Management experience.
• Strategic customer-facing SaaS role experience.
• Managing large, complex enterprise accounts.
• Facilitating business conversations.
• Handling objections.
• Influencing stakeholders at all levels, including the C-suite.
• Adoption and renewal motions in a multi-product environment.
• Supporting customers on Sales Cloud and Service Cloud.
• Core features like opportunity management, forecasting, case management, and Omni-Channel routing.
• Einstein for Sales or Service features, including lead scoring, case classification, and article recommendations.
• How Sales Cloud integrates with marketing automation tools.
• How Service Cloud connects with telephony, chat, and self-service portals.
• Digital transformation or cloud migration initiatives experience.

Benefits

Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Learn more about Salesforce benefits at https://www.salesforcebenefits.com.

The typical base salary range for this position is $123,100 - $186,300 annually.

In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $147,400 - $202,600 per year.

Your recruiter can share more about the specific salary range for the job location during the hiring process.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.