Customer Success Manager, Senior Manager - Core Clouds (Sales & Service)
Core
Strategic partner driving quantifiable business impact, adoption, and technical health for complex, multi-org Signature customers to maximize Salesforce investment value.
Role type
Senior Individual Contributor Customer Success Manager
Builds
Comprehensive success plans, agentic workflows, and ROI-driven engagement strategies for enterprise accounts.
Domain
SaaS / Customer Success / Salesforce Platform
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account leadership, complex program management, resource mobilization, executive stakeholder influence, business value integration, agentic workflow design, ROI segmentation, risk management, root cause analysis
Preferred skills
Industry expertise in TMT or Financial Services, AI governance knowledge, sales methodology (MEDDIC, Challenger), service methodology (ITIL)
Technologies
Salesforce Sales Cloud, Service Cloud, Einstein AI, Omni-Channel, Field Service Lightning, CPQ, Slack
Responsibilities
Determine ROI-driven engagement strategies, own the Signature experience for multi-org customers, act as central resource for customer needs, craft engagement charters with specific goals, align internal teams with customer business goals, design multi-step digital workflows with AI agents, identify and mitigate account risks, guide customers on AI governance frameworks, conduct root cause analysis for account issues
Seniority
Senior, hands-on IC with mentorship responsibilities