Customer Success Manager - Core (Sales & Service) Clouds - HLS
Core
Ensure high-value customers purchasing the Signature Success Plan achieve significant ROI by acting as a trusted advisor and extension of the customer's workforce for Sales and Service Clouds.
Role type
Senior Individual Contributor Customer Success Manager (Sales & Service Clouds)
Builds
Customer success plans, adoption of Sales/Service Cloud features, and strategic alignment for Health & Life Sciences clients.
Domain
SaaS / Customer Success / Health & Life Sciences
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer success management, stakeholder management, consulting, process optimization, data analysis, incident management, AI agent usage, prompt engineering, technical diagnosis, strategic planning
Preferred skills
Sales Cloud Consultant certification, Service Cloud Consultant certification, Einstein for Sales/Service expertise, marketing automation integration knowledge, telephony/chat integration knowledge
Technologies
Salesforce Sales Cloud, Salesforce Service Cloud, Lightning Console, Journey Builder, Commerce Promotions, Einstein AI, AI Agents
Responsibilities
Serve as single point of accountability for Signature deliverables and renewals; Drive adoption of Sales and Service Cloud features; Track usage metrics and CSAT scores; Develop executive-level relationships; Monitor and conduct quarterly reviews of feature usage; Identify underutilization of contracted entitlements; Serve as primary interface for major incidents; Escalate complex automation or integration questions.
Seniority
Senior, hands-on IC
