Customer Success Manager, Senior Manager - Core Clouds (Sales & Service)

Customer Success Manager, Senior Manager Customer Success Manager, Senior Manager is an individual contributor responsible for driving quantifiable business impact across complex, multi‑org Signature customers. The role maintains a continual focus on the customer’s business goals to improve adoption, technical health, and expertise, and realizes the maximum value of their Salesforce investment. Industry Experience Health & Life Sciences – Support digital health initiatives, regulatory compliance, and patient outcomes through Salesforce (Health Cloud and/or Life Sciences Cloud).

Financial Services – Drive digital banking transformation, enhance customer experiences, ensure regulatory compliance, and maximize ROI on Salesforce investments (Financial Services Cloud, Revenue Cloud, or Salesforce CPQ). Consumer Business Services – Optimize customer engagement and operational efficiency across complex service delivery models. Responsibilities Strategic Accountability and Account Leadership ROI‑Driven Engagement – Determine when and how to engage clients based on calculated ROI.

Complex Program Management – Own the Signature experience across multi‑org customers and coordinate multiple work streams. Resource Mobilization – Connect all dots, proactively take ownership of customer needs, and engage expert resources. Engagement Charter – Create a clear charter with specified goals and metrics.

Business Value Integration – Align internal stakeholders around the customer’s business and technical goals. Agentic Workflow Design – Design multi‑step digital workflows, freeing CSM for high‑stakes relationship building. ROI Segmentation – Decide which customer segments or tasks require high‑touch human coverage versus AI support.

Trusted Advisory and Executive Influence Advanced Stakeholder Management – Cultivate relationships with customer IT and business executive leadership. Complex Navigation – Navigate internal dynamics to achieve results and influence stakeholders. Business Insight – Combine Salesforce knowledge with business insight to deliver recommendations.

Customer Advocacy – Amplify the voice of the customer within internal teams. Solution & Industry Expertise – Develop knowledge of Salesforce solutions and industry insights. Mentorship & Development – Mentor team members and contribute subject‑matter expertise.

Domain Expertise and Risk Mitigation Risk Management – Lead identification of issues and use escalation processes when high‑value renewals or Go‑Live dates are at risk. AI Governance & Guardrails – Guide customers through governance frameworks and safety‑by‑design principles. Root Cause Synthesis – Use AI tools for pattern recognition and automated RCA reports.

Root Cause Analysis – Question assumptions to uncover root causes and new opportunities. Qualifications 5–6 years of experience in Customer Success, SaaS platform use, or strategic consulting with a focus on Customer Success. Exceptional communication, presentation, and influence skills at all levels, including executive and C‑level.

Strong objection handling, complex discussion navigation, and persistence in the face of adversity. Ability to clarify roles and responsibilities and serve as the central resource. Cloud/Platform Requirements 5–6 years supporting customers using Sales Cloud and Service Cloud.

Certifications: Sales Cloud Consultant, Service Cloud Consultant, Advanced Administrator. Knowledge of advanced features: Sales Cloud: Sales Engagement, High Velocity Features, Einstein AI (lead/opportunity scoring, forecasting). Service Cloud: Omni‑Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning, Einstein AI (case routing, chatbots, predictive service).

Preferred Requirements Additional Salesforce product certifications – AI Associate, Platform App Builder, Data 360 Specialist, Agentblazer, CPQ Specialist, Field Service Consultant, Slack. Experience with Einstein for Sales and Service. Strong understanding of Sales Cloud, Service Cloud, and Financial Services Cloud capabilities.

Experience supporting enterprise sales organizations and complex sales processes. Knowledge of sales methodologies (MEDDIC, Challenger, Solution Selling) and service frameworks (ITIL, customer success) and appropriate configurations. Knowledge of Agentforce SDR & Service Agent and AI‑powered selling/service capabilities.

Compensation and Benefits The typical base salary range for this position is $150,100 – $227,000 annually. Specific ranges vary by location; in California and New York and select cities in Boston, Chicago, Seattle, and Washington DC the range is $180,200 – $247,900 per year. The range represents base salary only and does not include company bonus, incentive for sales roles, equity or benefits.

Benefits include time‑off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. Facilities The role is office‑flexible, with a minimum requirement of three days per week in the office. EEO Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment.

Employees and potential employees are evaluated on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. #J-18808-Ljbffr