Customer Success Manager - Core (Sales & Service) Clouds

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Salesforce

Enterprise Cloud Computing and Customer Relationship Management

S

salesforce.com

10,001+ employees

Software Development

San Francisco, California

Public Company

6.8M LinkedIn followers

Raised $25.1B

• 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 all deliverables the customer is entitled to, overseeing the
• experience throughout the Signature lifecycle
• Apply the correct processes to address customer needs and ensure value is
• delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders,
• focusing on aligning Business Value and Technical Goals to the Signature
• offer.
• Prioritize the most urgent work activities, organize tasks to avoid missing
• key steps, and create basic plans to focus time, taking responsibility for
• assigned tasks.
• Use internal resources to increase effectiveness and rely on managers or
• mentors for guidance on priority problems.
• Conduct enablement sessions on opportunity and case management, forecasting,
• pipeline hygiene, knowledge creation, and omni-channel routing
• Share best practices for sales and service process optimization, data
• quality, and customer experience
• Drive adoption of Sales and Service Cloud features with reps, agents,
• managers, supervisors, and ops teams
• Track usage metrics (opportunity updates, activity logging, forecast
• submissions, report usage, case resolution times, knowledge article usage,
• channel adoption, and CSAT scores)
• Develop and maintain strong relationships at key stakeholder levels,
• including cultivating executive-level relationships within customer IT and
• business leadership.
• Act as a trusted advisor by gaining trust through mutual goals, understanding
• the customer’s business model, and applying proven solutions to their
• problems.
• Solidify partnership commitments and drive innovation aligned with customers'
• business challenges.
• Increase customer engagement with products and services and identify major
• political barriers to customer success.
• Partner with more experienced team members to solve complex problems and
• develop strategic success plans when needed.
• Conduct quarterly reviews of feature usage to drive adoption of tools like
• Journey Builder or Commerce Promotions, ensuring platform stability and
• performance.
• Identify underutilization of contracted entitlements (e.g., messaging volume
• or GMV tiers) and align platform features with customer priorities to
• increase throughput.
• AI  Literacy: Proficiency in using AI agents to automate routine tasks such
• as meeting summaries, QBR data collection, and initial health monitoring.
• Prompt Engineering Basics: Ability to use natural-language commands to guide
• AI agents in retrieving accurate customer data and generating first drafts of
• success plans.
• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to
• flag early customer concerns for human intervention.
• Collaborative Learning: Actively seeking out "Agentblazer" training and
• certifications to stay current on autonomous agent capabilities.
• Learning & Development: Apply product knowledge and expertise to address
• technical concerns, use this knowledge to ask ** effective diagnosis
• questions**, and align platform features with customer priorities and
• roadmaps.
• Proactively monitor and conduct quarterly reviews, identify trends, and
• provide tailored release recommendations to ensure stability, performance,
• and feature enhancement.
• Serve as the primary interface for major incidents (e.g., checkout failures
• or email deliverability drops) to protect peak revenue.
• Forge strong multidisciplinary relationships with Sales, Engineering, and
• Product Management to lead and coordinate customer relationships for success
• and revenue opportunities.
• Form a clear plan for client engagements, communicate clearly and proactively
• with collaborators, and keep the customer goal central to decision-making.
• Escalate complex automation, data model, routing, or integration questions to
• technical resources

Required

• Experienced business professional, preferably with 3+ years of relevant
• industry expertise in Customer Success, Salesforce, SaaS platform use, or
• related fields.
• Strong consulting skills and demonstrated ability to drive business value,
• facilitate discussions, handle objections, and influence C-level
• conversations.
• Possess industry-relevant expertise and begin honing skills in a relevant
• functional area. Should understand the broad impact of the industry on the
• customer’s business.
• Excellent communication skills to articulate technical issues to diverse
• audiences and the ability to translate technical concepts into business
• terms.
• Actively seek out relevant learning activities, approach obstacles as growth
• opportunities, and seek experienced mentors to accelerate personal
• development
• Cloud/Platform Requirements: Along with the above.
• 3-4 years experience supporting customers using Sales Cloud and Service
• Cloud.
• 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
• for sales processes) 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

• Additional Salesforce product certifications are a plus (AI Associate,
• Specialist, Agentblazer).
• Experience with Einstein for Sales (lead scoring, opportunity insights,
• activity capture) and Service (case classification, article recommendations,
• next base 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.
• When you join Salesforce, you’ll be limitless in all areas of your life. Our
• benefits and resources support you to find balance and be your best, and our AI
• agents accelerate your impact so you can do your best. Together, we’ll bring the
• power of Agentforce to organizations of all sizes and deliver amazing
• experiences that customers love. Apply today to not only shape the future — but
• to redefine what’s possible — for yourself, for AI, and the world.
• 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
• 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.
• In the United States, compensation offered will be determined by factors such as
• location, job level, job-related knowledge, skills, and experience. Certain
• roles may be eligible for incentive compensation, equity, and benefits.
• Salesforce offers a variety of benefits to help you live well including: time
• off programs, medical, dental, vision, mental health support, paid parental
• leave, life and disability insurance, 401(k), and an employee stock purchasing
• program. More details about company benefits can be found at the following link
• https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance
• Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will
• At Salesforce, we believe in equitable compensation practices that reflect the
• dynamic nature of labor markets across various regions. The typical base salary
• range for this position is $123,100 - $186,300 annually. Your recruiter can
• share more about the specific salary range for the job location during the
• hiring process. There is a different range applicable to specific work
• locations. In California and New York, and select cities in the metropolitan
• areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for
• this role in those locations is $147,400 - $202,600 per year. Your recruiter can
• share more about the specific salary range for the job location during the
• hiring process. The range represents base salary only, and does not include
• company bonus, incentive for sales roles, equity or benefits, as applicable.

• Time off programs
• Medical insurance
• Dental insurance
• Vision insurance
• Mental health support
• Paid parental leave
• Life insurance
• Disability insurance
• 401(k)
• Employee stock purchasing program