Senior Manager, Customer Success Manager (CSM), NGO

About the role

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.

Responsibilities

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.
• Solidify partnership commitments and drive innovation aligned with customers' business challenges.
• Increase customer engagement with products and services and identify major political barriers to customer success.
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
• Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue.
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
• Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput.
• Proficient in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
• Use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Actively seek out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.
• Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmaps.
• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.

Requirements

• Minimum 5 years of industry expertise in Customer Success, SaaS platforms, and Marketing/Commerce operations.
• Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences.
• Possess industry-relevant expertise and begin honing skills in a relevant functional area.
• Understand the broad impact of the industry on the customer’s business.
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development.
• Drive long-term commercial success as a Sales Cloud trusted advisor, bridging the gap between front-line selling and back-office operations.
• Guide customers through the evolution of their Salesforce maturity, ensuring that platform features like Forecasting and Pipeline Inspection are leveraged to maximize win rates and organizational growth.

Qualifications

• Cloud/Platform Requirements: 4 Years Experience Supporting Customers Using Marketing Cloud. Must have Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training credentials.
• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist).
• 6 Years Of Professional Experience In Customer-facing Roles.
• Experience working with nonprofit organizations strongly preferred.
• Certifications: Marketing Cloud (Email Specialist, Engagement Foundations) certifications.
• Data Cloud: Strong preference for hands-on experience or certification in Salesforce Data Cloud to drive unified customer insights.
• Foundational Plus: Possession of the Salesforce Platform Administrator certification.
• AI Readiness: Holds Agentblazer Champion Status or higher.

Skills

• Technical Health, Adoption, and Risk Management
• Strategic Advisory and Stakeholder Management
• Collaborative Learning
• Learning & Development

Benefits

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $150,100 - $227,000 annually. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $180,200 - $247,900 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process.

Pay

$150,100 - $227,000 annually

Schedule

Office-flexible, minimum of three (3) days per week in-office. This is not a remote position.