Senior Manager, Customer Success

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

• Collaborate with Sales leaders to help align the best resources to grow consumption and mitigate attrition.
• The primary escalation point within a Sales region to help lead the execution of the Signature and Premier Success plans.
• Nominate troubled customer implementation for Restarts, and other Attrition mitigation initiatives.
• Develop executive relationships with customers and assist in handling customer issues and improving the value derived from their investments.
• Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions.
• Work cross functionally including Renewals, Cloud Success, Sales to ensure customer adoption, growth and renewal.
• Ensure that team activities adhere to the obligations of the Premier & Signature Offer and Account Success goals.

Requirements

• 10+ years of relevant industry expertise in Sales, Customer Success, SaaS platform use, or related fields.
• Successful track record in customer success or related roles.
• Demonstrable experience in leading a large portfolio of customers.
• Strong ability to collaborate and drive outcomes across multiple internal teams and external partners via matrix management.
• Ability to drive effective and influencing conversations at the C-level.
• Facilitate difficult discussions and be adept at handling objections.
• Knowledge in one or more lines of business.
• Proficient in risk management, with a proactive approach to identifying and addressing potential issues.
• Drive important metrics related to Customer Consumed Revenue, Customer Success Score, Customer Satisfaction, and Adoption.

Skills

• Knowledge in one or more lines of business.
• Proficient in risk management, with a proactive approach to identifying and addressing potential issues.
• Drive important metrics related to Customer Consumed Revenue, Customer Success Score, Customer Satisfaction, and Adoption.

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.

Pay

The typical base salary range for this position is $150,100 - $227,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $180,200 - $247,900 annually.

Schedule

Not specified.