Customer Success Manager - Core Solutions Signature Success Plan

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Job Category
Customer Success

Job Details

About Salesforce

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Customer Success Manager - Core SolutionsSignature Success Plan

About the Role

For our customers who wish to get the most value out of Salesforce with enterprise and rapid support delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

As a Customer Success Manager (CSM) for Core Solutions ( Sales Cloud, Service Cloud, DATA 360) , you will serve as a named resource and partner for Salesforce's customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers' business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce Core investment.

Your Impact
Orchestration & Accountability

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion
• Orchestrate the Signature experience for your customer, coordinating across internal teams and stakeholders
• Choose when and how to engage clients based on ROI
• Organize information across multiple work streams and integrate customer priorities and timelines into plans
• Take proactive ownership of customer needs and draw expert resources into customer situations as needed

• Cultivate and maintain stakeholder relationships with the customer's IT and business leadership, sponsors, and decision-makers within customer organizations that have purchased Signature
• Demonstrate genuine commitment to customer goals to build rapport
• Combine Salesforce Core Cloud knowledge with business insight to deliver effective recommendations
• Navigate the customer's and Salesforce's internal dynamics to achieve results
• Advance the customer's core business goals through insight and resources
• Effectively amplify the voice of the customer with internal teams

• Help your customers achieve their business goals and outcomes on the Salesforce platform by:
• Coordinating the completion of the Signature Success catalog of services
• Providing timely, proactive Salesforce feature guidance based on customer areas of interest
• Acting as an advisor for the adoption of new features across Salesforce's annual release schedules, identifying potential challenges and risks
• Acting as a strategic advisor for the adoption of Agentic AI and Agentforce within their business processes, guiding customers on how autonomous agents can augment workflows across Sales, Service, and Operations - considering technology readiness, workforce impact, data governance, and responsible AI use
• Helping customers identify and articulate the business value of AI-powered use cases, including predictive insights, automated actions, and intelligent assistants built on the Salesforce Einstein and Agentforce platforms
• Developing and evangelizing Salesforce Core Cloud and Data Cloud use cases that drive customer value
• Leveraging industry insight to position customers for future success

• Align the Account Success team and internal stakeholders around customer business and technical goals, ensuring value is delivered through Signature
• Estimate and communicate the value of Signature Success, ensuring all collaborators understand this value so customers continue to renew
• Act as an advocate during the triage and resolution of high-severity cases
• Craft engagement charters with clearly specified goals and metrics, with follow-up value realization
• Serve as the central resource for the team and the customer, connecting all the dots

• Full professional level of English and French

• Proven work experience in one or more of the following: CSM in Tech Companies, Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, or solutions architecture
• Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing CRM platform
• Hands-on familiarity with Salesforce Data Cloud (formerly CDP 360) and rel="noopener noreferrer">Accommodations Request Form.
  
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