Salesforce
Overview
Customer Success Manager (Financial Services) at Salesforce. The role focuses on delivering value to customers through the Signature Success Plan, acting as a trusted advisor, and driving renewal and expansion through strong relationships and proactive collaboration with customer and internal teams. Role Description
For customers who wish to maximize value from Salesforce with enterprise and rapid support, the Signature Success Plan provides deep partnership, 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, maintain awareness of key events, needs, risks, and value drivers, and help improve technical and operational health to realize maximum value from Salesforce investments. You will act as the primary contact for major customer incidents, managing expectations and communications through resolution. Activities enable proactive customer success through platform optimization, with special care during peak events. This requires deep technical knowledge of the Salesforce platform and the ability to work across internal and external teams to provide a unified Signature experience. Responsibilities
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 customer 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 customer’s areas of interest. Advising on adoption of new Salesforce features aligned to annual release schedules and identifying potential challenges and risks. Communicate the value of Signature Success and ensure all collaborators understand this value to support renewal. Advocate for customers during triage and resolution of high-severity cases to aid timely resolution. Occasional travel to customer sites and potential after-hour or weekend coverage based on customer needs. Minimum Requirements
8+ years of experience in one or more: Technical Customer Success, Salesforce CRM, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical/solutions Architecture. Experience with Salesforce Sales Cloud and/or Service Cloud or relevant competing platforms. 4+ years in management consulting services. Experience within the Financial Services industry and with enterprise-level customers. Exceptional communication and presentation skills with ability to influence at all organizational levels, including executive and C-level. Ability to translate technical concepts into business terms and map business requirements to technical features. Knowledge of software development processes and design methodologies; experience leading cross-functional teams to resolve customer needs. Preferred Requirements
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 Suite, Data Cloud). Knowledge of Salesforce products, capabilities, deployment, and best use. Note: This role is office-flexible; expectation is to be in office 3 days per week (Bellevue/Seattle, Chicago, Indianapolis, Atlanta, or NYC). Posting and Company Information
Accommodations: If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form. Salesforce is an equal opportunity employer. We are committed to a diverse and inclusive workplace. Details about company benefits are available at Salesforce benefits. This posting includes standard EEO statements and disclosures as required by law. Salary ranges vary by location: New York: $145,200–$199,700; Washington: $133,400–$183,500; California: $145,200–$199,700; Illinois: $133,400–$183,500.
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Customer Success Manager (Financial Services) at Salesforce. The role focuses on delivering value to customers through the Signature Success Plan, acting as a trusted advisor, and driving renewal and expansion through strong relationships and proactive collaboration with customer and internal teams. Role Description
For customers who wish to maximize value from Salesforce with enterprise and rapid support, the Signature Success Plan provides deep partnership, 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, maintain awareness of key events, needs, risks, and value drivers, and help improve technical and operational health to realize maximum value from Salesforce investments. You will act as the primary contact for major customer incidents, managing expectations and communications through resolution. Activities enable proactive customer success through platform optimization, with special care during peak events. This requires deep technical knowledge of the Salesforce platform and the ability to work across internal and external teams to provide a unified Signature experience. Responsibilities
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 customer 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 customer’s areas of interest. Advising on adoption of new Salesforce features aligned to annual release schedules and identifying potential challenges and risks. Communicate the value of Signature Success and ensure all collaborators understand this value to support renewal. Advocate for customers during triage and resolution of high-severity cases to aid timely resolution. Occasional travel to customer sites and potential after-hour or weekend coverage based on customer needs. Minimum Requirements
8+ years of experience in one or more: Technical Customer Success, Salesforce CRM, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical/solutions Architecture. Experience with Salesforce Sales Cloud and/or Service Cloud or relevant competing platforms. 4+ years in management consulting services. Experience within the Financial Services industry and with enterprise-level customers. Exceptional communication and presentation skills with ability to influence at all organizational levels, including executive and C-level. Ability to translate technical concepts into business terms and map business requirements to technical features. Knowledge of software development processes and design methodologies; experience leading cross-functional teams to resolve customer needs. Preferred Requirements
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 Suite, Data Cloud). Knowledge of Salesforce products, capabilities, deployment, and best use. Note: This role is office-flexible; expectation is to be in office 3 days per week (Bellevue/Seattle, Chicago, Indianapolis, Atlanta, or NYC). Posting and Company Information
Accommodations: If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form. Salesforce is an equal opportunity employer. We are committed to a diverse and inclusive workplace. Details about company benefits are available at Salesforce benefits. This posting includes standard EEO statements and disclosures as required by law. Salary ranges vary by location: New York: $145,200–$199,700; Washington: $133,400–$183,500; California: $145,200–$199,700; Illinois: $133,400–$183,500.
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