Senior Customer Success Manager

• We are looking for a Senior Customer Success Manager (CSM) to partner with nonprofit and NGO customers, helping them maximize the value of their Salesforce investment. In this role, you will act as a trusted advisor to both business and technical stakeholders, driving platform adoption, operational success, and long-term customer value
• This is a strategic, customer-facing role requiring strong Salesforce knowledge, consultative skills, and executive stakeholder management experience
• Serve as the primary point of accountability for Signature Success customers, ensuring an outstanding customer experience, retention, and growth
• Build trusted relationships with executive stakeholders, IT leadership, and business teams within nonprofit and NGO organizations
• Drive customer success through platform adoption, optimization, proactive guidance, and strategic planning
• Advise customers on Salesforce capabilities, releases, best practices, and potential risks
• Coordinate Signature Success services and collaborate across internal teams to deliver successful customer outcomes
• Act as a customer advocate during critical incidents and escalations, ensuring effective communication and timely resolution
• Support renewal and expansion opportunities by consistently demonstrating customer value

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

• Strong experience managing enterprise customer relationships and executive stakeholders8+ years of experience in Customer Success, Technical Account Management, Salesforce consulting, Solutions Architecture, or SaaS advisory roles
• Ability to translate technical concepts into business-focused recommendations
• Experience with Salesforce Nonprofit Cloud or a comparable CRM platform
• Excellent communication, presentation, and stakeholder management skills
• Experience leading cross-functional collaboration in complex customer environments
• Experience working with nonprofit organizations or NGOs
• Consulting or strategic advisory background
• Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, or Service Cloud ConsultantExperience supporting enterprise-level customers in SaaS environments

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