Customer Success Manager, Senior Manager – FinTech/ Regulated Markets

Overview

As a Customer Success Manager for Signature Success, you will own the frontline accountability for high-profile Salesforce customers, driving adoption and value realization of the Salesforce platform. You will collaborate with cross-functional teams to ensure renewal and expansion while guiding customers through feature releases and optimal use of Signature services. The role emphasizes proactive health checks, risk management, and executive stakeholder engagement. This is a high-impact position at a market-leading AI CRM company with a focus on customer outcomes and long-term partnerships.

Responsibilities

• Own orchestration of Signature deliverables, renewal, and expansion for assigned accounts
• Cultivate relationships with IT and business executives to drive adoption and value
• Provide proactive Salesforce guidance based on customer interests and release schedules
• Advise on feature adoption and risk mitigation for implementations
• Communicate customer value to ensure renewals with Signature Success
• Triage and resolve high-severity incidents as customer advocate
• Conduct quarterly reviews to identify trends and recommend improvements
• Build cross-functional relationships with Sales, Engineering, and Product Management

Key requirements

• 8+ years in Technical Customer Success, SaaS, technology consulting, or related leadership roles
• Exceptional English communication and presentation skills with executive visibility
• 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 resolve customer needs or projects
• Current experience in Financial & Regulated/HLS industry
• Familiarity with Sales Cloud and Service Cloud, including pipeline management, forecasting, case management, and omni-channel delivery
• Degree or equivalent experience required (but not specified)

• exceptional communication
• relationship-building
• collaboration
• Salesforce platform knowledge
• Sales Cloud
• Service Cloud

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