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

Salesforce is an AI CRM company focused on helping organizations drive customer success through trusted innovation and Agentforce. The Customer Success Manager, Senior Manager is an individual contributor who strategically partners with complex, multi-org Signature customers to improve adoption, technical health, and business value. The role leads success planning, executive engagement, risk mitigation, AI governance, and customer solution delivery across Sales Cloud and Service Cloud.

Responsibilities:

• ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer
• Complex Program Management: Effectively own the Signature experience across complex, multi-org customers. This involves organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans
• Resource Mobilization: Act as the central resource for the team and the customer, connecting all the dots. This includes proactively taking ownership of customer needs and drawing expert resources into customer situations as needed
• Engagement Charter: Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams
• Business Value Integration: Align the Account Success team and internal stakeholders around the customer’s business and technical goals, ensuring value delivery through the Signature offer
• Agentic Workflow Design: Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building
• ROI Segmentation (Human vs. AI): Determining which customer segments or tasks require high-touch human coverage vs. “always-on” AI support
• Advanced Stakeholder Management: Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport
• Complex Navigation: Navigate the customer’s  and Salesforce’s internal organizational dynamics to achieve results. Drive consensus with collaborators and influence key internal and external stakeholders to engage in the process
• Business Insight: Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals. This includes adapting established solutions to solve complex customer problems
• Customer Advocacy: Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success
• Solution & Industry Expertise: Develop a strong working knowledge of Salesforce’s major solutions and a “sales pitch” understanding of the rest. Leverage industry insight to position customers for future success
• Mentorship & Development: Demonstrate a growth mindset by pursuing challenging learning activities. Mentor team members to help accelerate their personal development and contribute subject matter expertise internally within Salesforce
• Risk Management: Act as the leader in identifying problems. Leverage the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk
• AI Governance & Guardrails: Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles
• Root Cause Synthesis: Can use AI tools for account-level pattern recognition and access automated RCA reports for specific scenarios
• Root Cause Analysis: Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms

Requirements:

• Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields
• Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level
• Ability to handle objections, navigate complicated discussions, and drive alignment. Must demonstrate persistence in the face of adversity and disappointment
• Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment
• 5-6 years experience supporting customers using Sales Cloud and Service Cloud
• 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)
• Additional Salesforce product certifications are a plus (AI Associate, Platform App Builder, Data 360 Specialist, Agentblazer, CPQ Specialist, Field Service Consultant, Slack)
• Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions)
• Strong understanding of:
• Sales Cloud: sales effectiveness, revenue operations strategy, territory management, collaborative forecasting, pipeline inspection tools
• Service Cloud: customer service transformation, contact center operations, telephony integrations, IVR systems, workforce management tools
• Experience supporting enterprise sales organizations and complex sales processes
• Understanding of sales (MEDDIC, Challenger, Solution Selling) and service (ITIL, customer success frameworks) methodologies and appropriate configurations
• Knowledge of Agentforce SDR & Service Agent and AI-powered selling/service capabilities