Senior Manager, Customer Success

About the Role

The Senior Manager, Customer Success role focuses on encouraging collaboration across various facets of Salesforce, from ensuring efficient allocation of the team to aligning the right resources for customer delivery. Simultaneously, this role cultivates valuable executive relationships, handles risk with foresight, and deepens connections with our broader Salesforce teams.

Responsibilities

• Collaborate with Sales leaders to help align the best resources to grow consumption and mitigate attrition.
• Serve as the primary escalation point within a Sales region to help lead the execution of the Signature and Premier Success plans.
• Nominate troubled customer implementations 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, and 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.

Required Qualifications and Skills

• 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.

Pay

Typical base salary range: $150,100 – $227,000 annually. In select cities within the San Francisco and New York City metropolitan area: $180,200 – $247,900 annually. Base salary only; does not include bonus, incentive for sales roles, equity, or benefits.