Customer Success Manager, Sales/Service Cloud

Overview

As a Customer Success Manager for Signature Success at Salesforce, you serve as the trusted advisor to enterprise customers, owning the orchestration of deliverables, renewals, and expansion. You build deep executive-level relationships and coordinate cross-functional efforts to optimize platform value and adoption. You act as the primary point of contact during major incidents, guiding customers toward timely resolutions. This role blends technical depth with business impact, contributing to scalable success for high-impact clients.

Pay / Benefits

• office-flexible (3 days in office)
• benefits and resources to support work-life balance
• AI-powered tools to accelerate impact

Responsibilities

• Orchestrate Signature deliverables, experience, renewal, and expansion as the accountable single point of contact
• Cultivate relationships with IT and business executives, sponsors, and decision-makers
• Guide customers to achieve business outcomes on the Salesforce platform by coordinating the Signature Success catalog of services
• Provide proactive feature guidance and advise on adoption of new Salesforce releases
• Advocate for customers during triage and resolution of high-severity cases for timely outcomes
• Occasionally travel to customer sites and be available for after-hours or weekend coverage as needed

Key requirements

• 7+ years in technical customer success, Salesforce/SaaS, project leadership, or related fields
• Experience with Salesforce Sales Cloud and/or Service Cloud or a competing platform
• 4+ years in management consulting or equivalent experience
• Exceptional communication and presentation skills with ability to influence at all organizational levels
• Ability to translate technical concepts into business terms and map requirements to features
• Knowledge of software development processes and design methodologies
• Experience leading cross-functional teams to address customer needs or projects

• Exceptional communication and presentation
• Influence across all levels including executive/C-level
• Stakeholder relationship management
• Deep knowledge of Salesforce platform (Sales Cloud, Service Cloud)
• Ability to translate technical concepts to business terms
• Understanding of software development processes and design methodologies

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