Customer Success Manager
Core
Ensure high-value SaaS customers achieve significant ROI on the Signature Success Plan by acting as a trusted advisor and extension of their workforce.
Role type
Senior Customer Success Manager (SaaS/Enterprise)
Builds
Customer retention, renewal, and expansion within the Salesforce Signature Success Plan.
Domain
SaaS / CRM / AI Agents
Deliverable
client delivery
Required skills
Strategic advisory, stakeholder management, SaaS industry expertise, consulting, technical health monitoring, AI literacy, prompt engineering basics, incident management, cross-functional collaboration
Preferred skills
Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist), experience with Sales Cloud and Service Cloud
Technologies
Salesforce (Sales Cloud, Service Cloud, Data Cloud, Lightning Console, mobile app), AI agents
Responsibilities
Serve as single point of accountability for Signature deliverables and customer experience; align business and technical stakeholder goals; develop executive-level relationships; monitor technical health and adoption; manage major incidents; coordinate with Sales, Engineering, and Product teams; conduct quarterly reviews and provide tailored release recommendations.
Seniority
Senior, hands-on IC