Customer Success Senior Manager - Retail and Consumer Goods (RCG/ CPG)

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

• Orchestrate Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion.
• Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities.
• Launch and execute Customer Success Plans; renew and expand across customers.
• Manage escalations and resolve critical customer situations, partnering across internal Salesforce teams to swiftly resolve challenges.
• Monitor market and customer trends, and track and communicate customer health metrics, customer success scores, and overall loyalty insights.

Requirements

• Minimum of 8+ years in Customer Success, Technical Account Management, Consulting, or equivalent experience, preferably in RCG and/or CPG.
• Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes.
• Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies.
• Deep understanding of Salesforce’s ecosystem, products, and best practices.
• Proven track record leading efforts across large, cross-functional teams to drive customer success.
• Exceptional communication, presentation, and influence skills at all organizational levels.

Qualifications

• Required: Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).
• Prioritization: Salesforce Certifications: AI Associate, AI Specialist, Administrator, Advanced Administrator, Data Cloud Consultant, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant.
• Preferred: Knowledge of modern cloud data platforms (Snowflake, Databricks, BigQuery, RedShift) and AI tools (Python, R, Jupyter).

Skills

• Ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes.
• Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies.
• Deep understanding of Salesforce’s ecosystem, products, and best practices.
• Proven track record leading efforts across large, cross-functional teams to drive customer success.
• Exceptional communication, presentation, and influence skills at all organizational levels.

Benefits

Note: This role is office-flexible, with the expectation that you will work from a Salesforce office three (3) days per week.

Pay

The typical base salary range for this position is $123,100 - $227,000 annually. Your recruiter can share more about the specific salary range for the job location during the hiring process.

Schedule

This role is office-flexible, with the expectation that you will work from a Salesforce office three (3) days per week.