Senior Manager, Customer Success Applications
Ladders · United States · 1 wk ago
RemoteRemoteCustomer Service$145k–$217k/yrFull-time
Responsibilities
- Lead and develop the Customer Success Platforms team
- Own and manage the post-sale platform stack, including Salesforce Service Cloud
- Design and build AI agents and automations for Customer Success
- Manage build-versus-buy decisions and vendor operations for AI support
- Collaborate with Data Engineering on the data feeding the Customer Success stack
- Set the strategic roadmap with stakeholders across various teams
- Utilize GitHub for shipping changes with peer review
Qualifications
- 5+ years building on Salesforce, specifically in Service Cloud and post-sale objects
- 3+ years leading a technical team
- Experience with Git and GitHub workflows
- Fluency with AI development tools like Claude or equivalent
- Experience managing SaaS or AI vendors with build-versus-buy decisions
Bonus Qualifications
- Salesforce certifications
- CS platform or Professional Services automation experience
Benefits
- Top-tier health, dental, and vision insurance
- Hybrid work model with office presence expected twice a week
- Flexible time-off policy, encouraging at least 20 days off annually
- Annual $2000 counseling benefit
- Retail savings plan with RRSP matching and RESP contributions
- Recognition program celebrating milestones at 3, 5, 7, and 10 years