Customer Success Manager, Higher Education

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. We need to parse the job posting. We must not repeat job title as heading. No Job ID. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "To get the best candidate experience..." line (that's instruction). Remove "Accommodations", "Posting Statement", etc. Also remove "Apply today..." etc. Keep substantive info: description about role, responsibilities, requirements, preferred requirements, benefits, pay range. We need to decide which sections to include. Content: - About Salesforce: description of company, mission. Could go under "About the role" maybe? Actually "About the role" could include overview of role and company. We'll put a paragraph summarizing role and company. - Responsibilities: list of duties: serve as single point of accountability, orchestrate Signature deliverables, cultivate stakeholder relationships, coordinate completion of Signature Success catalog, provide proactive feature guidance, act as advisor for adoption of new features, communicate value of Signature Success, advocate during triage/resolution of high severity cases, occasional travel, after-hour/weekend coverage. - Requirements: Minimum Requirements: 8+ years work experience in one or more of listed areas, exceptional communication and presentation skills, skills for analyzing technical concepts and translating to business terms, ability to explain complex technical concepts in business-friendly terms, knowledge of software development process and design methodologies, experience leading cross-functional teams. - Qualifications: maybe Preferred Requirements: Salesforce product certifications plus, knowledge of Salesforce products, experience with enterprise-level customers in education setting. - Skills: Could combine some of the above? But we have separate sections for Skills. Could list skills: communication, presentation, technical analysis, business translation, cross-functional leadership, Salesforce product knowledge, etc. However we might avoid duplication. The instruction: Prefer a few substantive sections over many thin ones. So we could combine Requirements and Qualifications into one "Requirements" section, and maybe have "Skills" separate if distinct. But we have both minimum and preferred requirements; we could put them under "Requirements". Skills could be derived from those but maybe we can omit Skills section if not distinct. However we need to include sections only when posting has real specific content. The posting does mention skills: "Exceptional communication and presentation skills", "Skills for both analyzing technical concepts and translating them into business terms and for 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". Those are skills. So we could have a Skills section listing those. Benefits: The posting mentions benefits: "Salesforce offers 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." Also link to benefits page. So we can include Benefits section. Pay: The posting includes salary range: typical base salary range $123,100 - $186,300 annually, and specific range for CA/NY etc $147,400 - $202,600. So we can include Pay section. Schedule: Not mentioned explicitly; only occasional travel and after-hour/weekend coverage depending on customer need. That's not a schedule definition like full-time, remote, etc. So we should not create Schedule section because no specific schedule info. Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits, Pay. We need to use

for section headings. Use

• for any list of duties/requirements/benefits. Use

  for prose. We must not repeat job title as heading. So no heading for "Customer Success Manager". Good. We need to preserve all substantive information; do not invent or summarize away detail. Must not omit details like occasional travel, after-hour/weekend coverage, etc. Must include those in responsibilities. We must not include boilerplate like "Accommodations", "Posting Statement", "EEO", etc. We need to ensure we don't include duplicated lines. Let's extract paragraphs. Original text after "Job Details About Salesforce": It starts with "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. 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. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems. As a Customer Success Manager (CSM) on the Education Portfolio Customer Success team, you will serve as a named resource and partner for Salesforce’s most complex public and private university customers. You are a trusted advisor, forging deep relationships with your customers and account teams, 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 optimization 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." Then "Your Impact" bullet list (actually sentences). Then "The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need." Then "Minimum Requirements" list. Then "Preferred Requirements" list. Then "Unleash Your Potential" paragraph about benefits and resources. Then "Accommodations" etc. Then "Posting Statement" about EEO. Then "Salesforce offers a variety of benefits..." paragraph. Then salary range paragraphs. We need to keep substantive info: company description, role description, responsibilities, impact, travel/after-hour, minimum requirements, preferred requirements, benefits, pay. We need to format. Let's craft sections:

  About the role

  Salesforce is the #1 AI CRM where humans with agents drive customer success together. The company values ambition, action, tech, trust, and innovation as a way of life. As a Customer Success Manager (CSM) on the Education Portfolio Customer Success team, you will serve as a named resource and partner for Salesforce’s most complex public and private university customers, acting as a trusted advisor, forging deep relationships, maintaining awareness of key events, needs, potential risks, and value drivers, and helping customers improve technical and operational health to realize maximum value from their Salesforce investment.

  But we also need to include the earlier description about role being versatile expert ensuring high-value customers achieve ROI, acting as extension of customer's workforce, identifying/addressing technical/business concerns, aligning with priorities, etc. So we should incorporate that. Maybe better: combine both. Let's draft a paragraph that covers: The 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 the platform. The role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM identifies and addresses both technical and business concerns, aligning them strategically with customer priorities, projects, and problems. As a CSM on the Education Portfolio Customer Success team, you will serve as a named resource and partner for Salesforce’s most complex public and private university customers, forging deep relationships, maintaining awareness of key events, needs, potential risks, and value drivers, helping improve technical and operational health to realize maximum value from Salesforce investment, acting as point of contact for major customer incidents, managing expectations and communications through resolution, and proactively setting customers up for success through platform optimization, especially during peak events. This requires deep technical knowledge of the Salesforce platform and ability to work closely across internal and external teams to provide a unified Signature experience. That covers responsibilities too; but we also have separate Responsibilities section. To avoid duplication, we could keep About the role as high-level overview, and Responsibilities as detailed list. Thus About the role paragraph: summarise role and company. Now Responsibilities: list items: - Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion. - Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature. - Help customers achieve their business goals and outcomes on the Salesforce platform by: * Coordinating the completion of the Signature Success catalog of services as required for your customer. * Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer. * Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation. * Communicating the value of Signature Success and ensuring all collaborators understand this value so that customers continue to renew Signature Success. * Acting as an advocate for customers during the triage and resolution of high severity cases to assist with timely resolution. - Occasional travel to customer sites and availability for after-hour or weekend coverage depending on customer need. We need to keep the bullet points as
  • . For nested list maybe we can keep separate
    inside
    • but spec says use
      • for any list of duties/requirements/benefits. Could have nested lists but okay. Simplify: top-level list of responsibilities; sub-items can be separate
        inside
        • or we can just include them as part of the
        • text with semicolons. Better to keep flat list: each responsibility as a separate
        • . We'll include the sub-actions as part of the
        • text. Thus:
        • Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
        • Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
        • Help customers achieve their business goals and outcomes on the Salesforce platform by coordinating the completion of the Signature Success catalog of services as required for your customer; providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer; acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation; communicating the value of Signature Success and ensuring all collaborators understand this value so that customers continue to renew Signature Success; and acting as an advocate for customers during the triage and resolution of high severity cases to assist with timely resolution.
        • Occasional travel to customer sites and availability for after-hour or weekend coverage depending on customer need.
        Now Requirements: Minimum Requirements list. We need to include: 8+ years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development