Customer Success Manager - Core Clouds

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Experience
The Customer Success Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org customers. This role serves as a primary strategic partner, maintaining a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise, thereby maximizing the value of their Salesforce investment. Customer Success Managers build and encourage positive relationships to help customers progress on their digital journey.
What You’ll Actually Be Doing

• Use our Customer Success Methodology to understand a customer's goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectives
• Develop an understanding and knowledge of customers’ Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
• Guide a customer on organizational strategy, governance and organizational change standard processes based on customer needs
• Demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
• Produce and implement a comprehensive adoption path showing the current state, target future state with a timeline, and an underlying enablement plan
• Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
• Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers to solidify our partnership and dedication to the customer business and IT sponsors and collaborators
• Work with the account team and Salesforce Executives, optimally network within accounts from the executive level down, to help customers work towards their goals
• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
• Serve as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their success

You're Our Person If...

• Experienced business professional, preferably with 5-6 years of relevant expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level. Ability to handle objections, navigate complicated discussions, and drive alignment.
• 5-6 years of experience supporting customers using Sales Cloud and Service Cloud
• Knowledge of advanced features: Sales Cloud: Sales Engagement, High Velocity Features, Einstein AI (lead/opportunity scoring, forecasting), Service Cloud: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning, Einstein AI (case routing, chatbots, predictive service)

Even Better If...

• Salesforce product certifications are a plus (Data 360 Specialist, Agentblazer Innovator, Admin, Sales Cloud Consultant, Service Cloud Consultant, Advanced Admin, Platform App Builder, CPQ Specialist, Field Service Consultant, Slack)
• Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next best actions).
• Strong understanding of Sales Cloud (sales effectiveness, revenue operations strategy, territory management, collaborative forecasting, pipeline inspection tools) and Service Cloud (customer service transformation, contact center operations, telephony integrations, IVR systems, workforce management tools), with experience supporting enterprise sales organizations and complex sales processes.
  
  Note: This role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.