Customer Success Manager - Core (Sales & Service) Clouds - TMT

Salesforce•Indianapolis, IN

3d•Hybrid

About The Position

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Our Customer Success team partners with Salesforce's highest-value customers to help them get the most from their Salesforce investment. As a Customer Success Manager aligned to our Technology, Media, and Telecommunications segment, you'll serve as a trusted advisor and single point of accountability, guiding customers through strategic priorities, platform adoption, and long-term value realization.

Requirements

4–6+ years in Customer Success, Account Management, or a strategic customer-facing SaaS role.
Proven experience managing large, complex enterprise accounts with multiple stakeholders.
Skilled at facilitating business conversations, handling objections, and influencing stakeholders at all levels, including the C-suite, in clear and confident terms.
Experience with adoption and renewal motions in a multi-product environment.
Hands-on experience supporting customers on Sales Cloud and Service Cloud, including core features like opportunity management, forecasting, case management, and Omni-Channel routing.

Nice To Haves

Salesforce certifications such as Sales Cloud Consultant, Service Cloud Consultant, Administrator, or AI Associate.
Experience with Einstein for Sales or Service features, including lead scoring, case classification, and article recommendations.
Familiarity with how Sales Cloud integrates with marketing automation tools and how Service Cloud connects with telephony, chat, and self-service portals.
Experience working on digital transformation or cloud migration initiatives.

Responsibilities

Own the full Signature Success experience for your customers - from coordinating entitled deliverables to driving adoption of Sales Cloud and Service Cloud - so customers see measurable business outcomes throughout their lifecycle.
Build and sustain trusted relationships with business and technical stakeholders, including executive sponsors, translating platform capabilities into strategies that align with each customer's goals and roadmap.
Monitor platform health, track adoption metrics, and lead proactive reviews that surface release recommendations, flag risks, and protect customers during critical business moments like peak revenue periods.
Use AI tools and agent-based workflows to streamline success planning, health monitoring, and QBR preparation, and actively develop fluency in autonomous agent capabilities through ongoing learning.