Senior Manager, Customer Success Management (Nonprofit)

Senior Manager, Customer Success Management (Nonprofit) Job Category: Customer Success 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 are seeking 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. Position Description For our nonprofit customers who wish to maximize value from Salesforce with an enterprise experience, they purchase our Signature Success Plan. Signature unlocks our deepest level of partnership, skilled expertise, and tools to stay agile. We are looking for a leader to join our Nonprofit Account Success team. This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. Ideal candidates will have strong experience in enterprise-level customer success strategies, trends, and outcomes, with the ability to research, synthesize, and act on market intelligence and customer feedback while maintaining a strong focus on people leadership. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done mindset are essential. Responsibilities Lead a team of Customer Success Managers, fostering growth and excellence Address and resolve customer blocking issues in collaboration with individual contributors Partner with sales and renewals to execute strategies for Signature Success Plan renewals; develop a point of view for Signature value to grow Signature within the nonprofit portfolio Work with peers and selling partners on capacity planning for Signature obligations including resource allocation, forecasting, and staffing Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed Collaborate on talent retention strategies, including career pathing, promotions, and ongoing training Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders Monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty Be responsible for delivery metrics, ensuring consistent progress and results Guide teams through change, ensuring Customer Success Managers are equipped and informed to deliver on evolving priorities Preferred Qualifications And Skills Minimum of 8+ years in leadership roles with direct experience in customer success and team management Strong critical thinking with ability to use data and insights to identify industry trends and risks Excellent communication skills and strong collaboration across teams and levels Demonstrated track record in talent management, including recruitment, retention, development, and performance management Familiarity with Salesforce product offerings and the nonprofit industry landscape Benefits, accommodations, and posting information are included to support applicants. If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants. We believe in equality for all and in creating a workplace that is inclusive and free from discrimination. Know your rights: workplace discrimination is illegal. All employment decisions are based on merit, competence, and qualifications without regard to protected characteristics. This policy applies to current and prospective employees, and covers hiring, promotion, compensation, and all aspects of employment. Compensation offers will align with location, role, knowledge, skills, and experience. Role may include incentive compensation, equity, and benefits. Details about company benefits are available at: https://www.salesforcebenefits.com. Salary ranges are provided for certain locations as examples. Notes Seniority level: Not Applicable Employment type: Full-time Job function: Other Industries: Software Development, IT Services and IT Consulting, and Technology, Information and Internet

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