Salesforce
Customer Success Manager, Director (Enterprise Life Sciences)
Salesforce, Chicago, Illinois, United States, 60290
Overview Customer Success Manager, Director (Enterprise Life Sciences) role at Salesforce. This position is aligned to the Enterprise Life Sciences (Pharma and Med Tech) customer segment and involves supporting Life Sciences customers with business priorities, aligning Salesforce capabilities to business outcomes, and coordinating with internal and external teams to deliver a unified Signature experience.
Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly. Role Description For customers who wish to maximize value from Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them realize the maximum value out of their Salesforce investment. You will act as a point of contact for major customer incidents, managing expectations and communications through resolution. This CSM Director position will be aligned to the Enterprise Life Sciences customer segment (Pharma and Med Tech). Responsibilities include supporting Life Sciences customers with business priorities, aligning Salesforce capabilities to business outcomes, supporting key events such as product launches, technical deployments, platform performance health and issue resolution, and industry-specific adoption of our Core Clouds, Agentforce, Data Cloud and Life Sciences Cloud. Strong consultative and communication skills, plus technical knowledge of the Salesforce platform, and the ability to collaborate across internal and external teams to provide a unified Signature experience are required. You will proactively set the customer up for success through platform optimization, with special care during peak events. Responsibilities
Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos) Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature Single point of customer accountability building and maintaining strong, trusted relationships Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts Minimum Requirements
Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level Ability to facilitate difficult discussions and be adept at handling objections Preferred Requirements
Experience with Salesforce Sales, Service, Health Clouds and/or a competing Core or HLS Industry technology Salesforce product certifications are a plus (Agentforce Specialist, Administrator, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud, Advanced Administrator, Platform App Builder) Knowledge of Salesforce products and features, capabilities, best use, and how to deploy Experience working with Enterprise-level customers 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. Posting and Benefits Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Compensation is determined by location, job level, knowledge, skills, and experience. Salesforce offers a variety of benefits including time off, medical, dental, vision, mental health support, 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. For Illinois based roles, base salary range is $185,500 to $268,900. For Massachusetts based roles, base salary range is $185,500 to $268,900. This position may be eligible for incentive compensation and equity where applicable. EEO and Accommodations Salesforce is an equal opportunity employer. If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form.
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Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly. Role Description For customers who wish to maximize value from Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them realize the maximum value out of their Salesforce investment. You will act as a point of contact for major customer incidents, managing expectations and communications through resolution. This CSM Director position will be aligned to the Enterprise Life Sciences customer segment (Pharma and Med Tech). Responsibilities include supporting Life Sciences customers with business priorities, aligning Salesforce capabilities to business outcomes, supporting key events such as product launches, technical deployments, platform performance health and issue resolution, and industry-specific adoption of our Core Clouds, Agentforce, Data Cloud and Life Sciences Cloud. Strong consultative and communication skills, plus technical knowledge of the Salesforce platform, and the ability to collaborate across internal and external teams to provide a unified Signature experience are required. You will proactively set the customer up for success through platform optimization, with special care during peak events. Responsibilities
Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos) Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature Single point of customer accountability building and maintaining strong, trusted relationships Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts Minimum Requirements
Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level Ability to facilitate difficult discussions and be adept at handling objections Preferred Requirements
Experience with Salesforce Sales, Service, Health Clouds and/or a competing Core or HLS Industry technology Salesforce product certifications are a plus (Agentforce Specialist, Administrator, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud, Advanced Administrator, Platform App Builder) Knowledge of Salesforce products and features, capabilities, best use, and how to deploy Experience working with Enterprise-level customers 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. Posting and Benefits Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Compensation is determined by location, job level, knowledge, skills, and experience. Salesforce offers a variety of benefits including time off, medical, dental, vision, mental health support, 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. For Illinois based roles, base salary range is $185,500 to $268,900. For Massachusetts based roles, base salary range is $185,500 to $268,900. This position may be eligible for incentive compensation and equity where applicable. EEO and Accommodations Salesforce is an equal opportunity employer. If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form.
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