$123,100–$186,300 Per Year
Analysis Skills, Application Builders, Artificial Intelligence (AI), Artificial Intelligence (AI) Agents, Automation, Business Development, Business Skills, C-Level Management, Case Management, Cash Management, Cloud Computing, Collaborative Learning, Communication Skills, Consulting, Customer Escalations, Customer Experience, Customer Relationship Management (CRM), Customer Retention/Renewal, Customer Support/Service, Customer/Client Research, Data Collection, Email Software, Executive Relationships, Forecasting, Leadership, Literacy, Marketing Automation Software, Metrics, Operations Management, People Management, Process Flow, Reporting Dashboards, Resolve Customer Issues, Return on Investment (ROI), Risk Management, Sales, Sales Pipeline, Sales Support, Salesforce.com, Service Level Agreement (SLA), Software as a Service (SaaS), Systems Administration/Management, Telephony, Vehicle Driving
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category: Customer Success
Job Details:
About Salesforce:
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and were looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforces core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
The Customer Success Manager (CSM) 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 is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.
Responsibilities:
- 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 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.
- Strategic Advisory and Stakeholder Management:
- 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.
- 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 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.
Minimum Requirements:
- Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, 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.
- Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
Cloud/Platform Requirements:
- 3-4 years 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 for sales processes) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros).
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 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.
Accommodations:
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
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. Any employee or potential employee will be assessed 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.
Compensation:
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.