Customer Success Manager, Senior Manager - Healthcare

Salesforce•Indianapolis, IN

7d•$123,100 - $298,400•Hybrid

About The Position

Salesforce is hiring a Senior Manager-level Customer Success Manager to serve as a named resource and trusted partner for Healthcare and Life Sciences (HLS) customer organizations that purchase its Signature Success Plan. The role builds relationships with customers and account teams, tracks key events, needs, risks, and value drivers, and helps customers improve technical and operational health and realize value from their Salesforce investment. The CSM coordinates Signature services and acts as the single point of customer accountability for the Signature experience, deliverables, renewal, and expansion. The role advises customers on Salesforce features and releases, platform optimization, and implementation risks, and advocates for customers during high-severity incidents. It requires deep Salesforce platform knowledge and close coordination across internal and external teams. The CSM may occasionally travel to customer sites and may need to provide after-hours or weekend coverage based on customer needs. This office-flexible role expects work from a Salesforce office three days per week. Applications are accepted on an ongoing basis.

Requirements

Experience within Healthcare or Life Sciences industries.
At least 8 years of work experience in one or more of: Technical Customer Success, Salesforce CRM, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, or Technical and/or Solutions Architecture.
Experience with Salesforce Sales Cloud and/or Service Cloud, or relevant competing platforms.
Salesforce certifications such as AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, or Data Cloud Consultant.
At least 4 years of experience in management consulting services.
Experience working with enterprise-level customers.
Exceptional communication and presentation skills, with demonstrated ability to communicate and influence at all organizational levels, including executive and C-level.
Ability to analyze technical concepts and translate them into business terms, and map business requirements to technical features.
Ability to explain complex technical concepts to customers in business-friendly terms and communicate customer needs to internal partners.
Knowledge of software development processes and design methodologies.
Experience leading cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Nice To Haves

Knowledge of modern cloud data platforms such as Snowflake, Databricks, BigQuery, and RedShift, and AI tools such as Python, R, and Jupyter.
Passion for helping customers drive business outcomes through AI, automation, and data.
Previous experience working with enterprise customers and scaling innovation initiatives.

Responsibilities

Serve as the single point of customer accountability for orchestration of Signature deliverables, customer experience, renewal, and expansion.
Cultivate and maintain relationships with customer IT and business executive leadership, sponsors, and decision-makers.
Coordinate completion of the Signature Success catalog of services as required for each customer.
Provide timely, proactive Salesforce feature guidance based on customer interests.
Advise customers on adoption of Salesforce annual releases and identify potential implementation challenges and risks.
Communicate the value of Signature Success and ensure collaborators understand it to support customer renewals.
Advocate for customers during triage and resolution of high-severity cases to help resolve issues in a timely manner.
Help customers achieve business goals and outcomes on the Salesforce platform and improve their technical and operational health.
Work closely with internal and external teams to deliver a unified Signature experience and optimize the platform, including during critical peak events.
Manage customer expectations and communications through resolution of major customer incidents.