Customer Success Manager - Core (Sales & Service) Clouds (Hiring Immediately)

Overview About Salesforce: Salesforce is a leading AI CRM. We seek Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and upholding Salesforce's core values. Role The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high‑value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM identifies and addresses both technical and business concerns, aligning them strategically with customer priorities, projects, and problems. Industries Health & Life Sciences (HLS) – Collaborates with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform (direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred).

Technology Media Telecommunication (TMT) – Works with technology companies, telecommunications providers, media organizations, and high‑tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (direct experience with Media Cloud strongly preferred). This is an Individual Contributor position. Your Impact Customer Accountability and Value Alignment: Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.

Coordinate Deliverables: Oversee the experience throughout the Signature lifecycle. Value Delivery: Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer. Stakeholder Management: Align with Business and Technical Stakeholders, focusing on Business Value and Technical Goals.

Planning: Prioritize urgent work activities, organize tasks to avoid missing key steps, and create basic plans while taking responsibility for assigned tasks. Resource Utilization: Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems. Enablement Sessions: Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni‑channel routing.

Best Practices: Share best practices for sales and service process optimization, data quality, and customer experience. Strategic Advisory and Stakeholder Management Adoption & Relationships: Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams; develop and maintain relationships at key stakeholder levels including executive relationships within customer IT and business leadership. Analytics & Advisory: Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, CSAT scores).

Trusted Advisor: Act as a trusted advisor by understanding the customer's business model and applying proven solutions to their problems. Partnership & Innovation: Solidify partnerships and drive innovations aligned with customers' business challenges; increase customer engagement and identify barriers to success. Collaboration & Reviews: Partner with more experienced team members to solve complex problems and develop strategic success plans; conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions.

Platform Alignment: Identify underutilization of contracted entitlements and align platform features with customer priorities to increase throughput. Technical Health, Adoption, and Risk Management AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and health monitoring. Prompt Engineering Basics: Use natural‑language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.

AI Engagement Monitoring: Use AI‑driven sentiment and intent analysis to flag early customer concerns for human intervention. Collaborative Learning: Seek training and certifications to stay current on autonomous agent capabilities. Learning & Development: Apply product knowledge to address technical concerns, ask effective diagnostic questions, and align features with customer roadmaps.

Proactive Reviews: Monitor trends and provide tailored release recommendations to ensure stability, performance, and feature enhancement. Incidents Management: Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue. Cross‑Functional Collaboration: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships.

Engagement Planning: Form clear client engagement plans and keep the customer goal central to decision‑making. Escalate complex automation or integration questions to technical resources. Minimum Requirements Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields. Strong consulting skills with the ability to drive business value, facilitate discussions, handle objections, and influence C‑level conversations.

Industry‑relevant expertise and ongoing development in a relevant functional area with understanding of the broad impact on the customer’s business. Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms. Actively seek relevant learning activities and mentorship to accelerate personal development.

Cloud/Platform Requirements 3–4 years of experience supporting customers using Sales Cloud and Service Cloud. Working knowledge of core features: Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards Service Cloud: Cases, Knowledge, Queues, Service Console, Omni‑Channel routing

Understanding of Sales (lead‑to‑cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes. Familiarity with Sales Cloud automation (workflows, process builder, flows) and Service Cloud automation (email‑to‑case, web‑to‑case, case assignment rules, macros). Ability to demonstrate Lightning Sales/Service Console and mobile app.

Knowledge of common sales (territory management, lead assignment, opportunity stages) and Services (case deflection, knowledge management, multi‑channel support) use cases. Preferred Requirements Sales Cloud Consultant and Service Cloud Consultant certifications. Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).

Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next best actions). Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self‑service portals. Note This role is office‑flexible, and the expectation is to be in‑office a minimum of three (3) days per week.

Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form. Candidate Privacy Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive and free from discrimination. Know your rights: workplace discrimination is illegal. Salesforce is committed to fair hiring practices and compliance with applicable laws. In the United States, compensation offered will be determined by location, job level, knowledge, skills, and experience. Some roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers benefits such as time off, medical, dental, vision, mental health support, parental leave, life and disability insurance, 401(k), and an employee stock purchase program. The typical base salary range is provided during the hiring process and varies by location. The range represents base salary only and does not include bonuses, equity, or benefits.

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