Customer Success Manager, Senior Manager

Salesforce•Indianapolis, IN

1d•Hybrid

About The Position

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work is changing, and Salesforce is looking for Trailblazers passionate about bettering business and the world through AI, driving innovation, and upholding Salesforce's core values. This role is for a Customer Success Manager, Senior Manager (CSM) dedicated to customers who have purchased the Signature Success Plan, which provides enterprise and rapid support delivered by Salesforce's most skilled experts, offering a deep level of partnership, expertise, and tools for agility. As a CSM, you will serve as a named resource and partner for Salesforce’s customer organizations, acting as a trusted advisor who builds deep relationships with customers and account teams. You will maintain awareness of key events, needs, potential risks, and value drivers, with a continuous focus on customers’ business needs. Your role is to help improve their overall technical and operational health, enabling them to realize the maximum value from their Salesforce investment. You will also act as a primary point of contact for any major customer incidents, managing expectations and communications until resolution. These activities are designed to proactively set the customer up for success through platform optimization, with particular attention during critically important peak events. This position requires deep technical knowledge of the Salesforce platform and the ability to collaborate closely across internal and external teams to deliver a unified Signature experience.

Requirements

Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).
Minimum of 8+ years in Customer Success, Technical Account Management, Consulting, or equivalent experience.
Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes.
Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies.
Deep understanding of Salesforce’s ecosystem, products, and best practices.
Proven track record leading efforts across large, cross-functional teams to drive customer success.
Exceptional communication, presentation, and influence skills at all organizational levels.
Experience managing escalations and resolving critical customer situations.
Degree or equivalent relevant experience required.
Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Nice To Haves

Salesforce Certifications: AI Associate, AI Specialist, Administrator, Advanced Administrator, Data Cloud Consultant, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant.
Knowledge of modern cloud data platforms (Snowflake, Databricks, BigQuery, RedShift) and AI tools (Python, R, Jupyter).
Passion for helping customers drive business outcomes through AI, automation, and data.
Previous experience working with enterprise customers and scaling innovation initiatives.

Responsibilities

Orchestrate Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion.
Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities.
Launch and execute Customer Success Plans; renew and expand across customers.
Proactively manage risks and urgent escalations, partnering across internal Salesforce teams to swiftly resolve challenges.
Monitor market and customer trends.
Track and communicate customer health metrics, customer success scores, and overall loyalty insights.