Salesforce
Overview
Role Description: For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, 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. Role:
Customer Success Manager (CSM) , serving as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with customers and account teams, with awareness of key events, needs, potential risks, and value drivers. You will help to improve customers’ technical and operational health and realize maximum value from their Salesforce investment. You will act as a point of contact for major customer incidents, managing expectations and communications through resolution. This position focuses on Digital Signature customers, driving customer advocacy and reducing attrition by collaborating with Digital Sales partners, expanding Signature coverage, consuming Premier entitlements, and making strategic customer investments that foster trusted growth and success. These activities enable proactive setup for success through platform optimization, with deep technical knowledge and cross-team collaboration to provide a unified Signature experience. Your Impact
Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, renewal, and expansion.
Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within organizations that have purchased Signature.
Help customers achieve business goals on the Salesforce platform by:
Coordinating the completion of the Signature Success catalog of services as required for the customer.
Providing timely, proactive Salesforce feature guidance based on the areas of interest for the customer.
Advising on adoption of new features aligned to Salesforce release schedules and identifying challenges and risks to the customer’s implementation.
Communicate the value of Signature Success and ensure all collaborators understand this value to support renewals.
Advocate for customers during triage and resolution of high-severity cases to support timely resolution.
Occasional travel to customer sites and potential after-hours or weekend coverage depending on customer needs.
Minimum Requirements Minimum of 8 years of experience in one or more: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Exceptional communication and presentation skills with ability to influence at all levels, including executive and C-level.
Ability to analyze technical concepts and translate into business terms; map business requirements to technical features.
Ability to explain complex technical concepts in business-friendly terms and to relay customer needs to internal partners.
Knowledge of software development processes and design methodologies.
Experience leading cross-functional teams to resolve customer needs or projects.
Preferred Requirements Experience with Salesforce Marketing Cloud and/or Commerce Cloud, or competing platforms (e.g., Shopify, Adobe, Marketo).
Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
Knowledge of Salesforce products, capabilities, and deployment considerations.
Experience working with enterprise-level customers.
Note
This role is office-flexible, with the expectation that you will work from a Salesforce office (Seattle/Bellevue, Chicago, Indianapolis or Atlanta) three days per week.
Accommodations: If you require assistance due to a disability applying for open positions please submit a request via the Accommodations Request Form.
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work 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.
EEO and Benefits
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Salesforce is committed to equality and fair hiring practices. Compensation and benefits vary by location and role. For U.S. roles, compensation offers are determined by factors such as location, job level, knowledge, skills, and experience. Salesforce offers benefits including time off, medical/dental/vision, mental health support, parental leave, life and disability insurance, 401(k), and an employee stock purchase program. Details vary by location; more information is available at the Salesforce benefits site.
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Role Description: For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, 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. Role:
Customer Success Manager (CSM) , serving as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with customers and account teams, with awareness of key events, needs, potential risks, and value drivers. You will help to improve customers’ technical and operational health and realize maximum value from their Salesforce investment. You will act as a point of contact for major customer incidents, managing expectations and communications through resolution. This position focuses on Digital Signature customers, driving customer advocacy and reducing attrition by collaborating with Digital Sales partners, expanding Signature coverage, consuming Premier entitlements, and making strategic customer investments that foster trusted growth and success. These activities enable proactive setup for success through platform optimization, with deep technical knowledge and cross-team collaboration to provide a unified Signature experience. Your Impact
Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, renewal, and expansion.
Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within organizations that have purchased Signature.
Help customers achieve business goals on the Salesforce platform by:
Coordinating the completion of the Signature Success catalog of services as required for the customer.
Providing timely, proactive Salesforce feature guidance based on the areas of interest for the customer.
Advising on adoption of new features aligned to Salesforce release schedules and identifying challenges and risks to the customer’s implementation.
Communicate the value of Signature Success and ensure all collaborators understand this value to support renewals.
Advocate for customers during triage and resolution of high-severity cases to support timely resolution.
Occasional travel to customer sites and potential after-hours or weekend coverage depending on customer needs.
Minimum Requirements Minimum of 8 years of experience in one or more: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Exceptional communication and presentation skills with ability to influence at all levels, including executive and C-level.
Ability to analyze technical concepts and translate into business terms; map business requirements to technical features.
Ability to explain complex technical concepts in business-friendly terms and to relay customer needs to internal partners.
Knowledge of software development processes and design methodologies.
Experience leading cross-functional teams to resolve customer needs or projects.
Preferred Requirements Experience with Salesforce Marketing Cloud and/or Commerce Cloud, or competing platforms (e.g., Shopify, Adobe, Marketo).
Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
Knowledge of Salesforce products, capabilities, and deployment considerations.
Experience working with enterprise-level customers.
Note
This role is office-flexible, with the expectation that you will work from a Salesforce office (Seattle/Bellevue, Chicago, Indianapolis or Atlanta) three days per week.
Accommodations: If you require assistance due to a disability applying for open positions please submit a request via the Accommodations Request Form.
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work 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.
EEO and Benefits
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Salesforce is committed to equality and fair hiring practices. Compensation and benefits vary by location and role. For U.S. roles, compensation offers are determined by factors such as location, job level, knowledge, skills, and experience. Salesforce offers benefits including time off, medical/dental/vision, mental health support, parental leave, life and disability insurance, 401(k), and an employee stock purchase program. Details vary by location; more information is available at the Salesforce benefits site.
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