Customer Success Manager, Core - Commercial

Salesforce•Austin, TX

5d•Hybrid

About The Position

The Customer Success Manager (CSM) is an individual contributor and trusted advisor who helps high-value customers purchasing Salesforce’s Signature Success Plan achieve significant returns on their platform investment. The CSM acts as an extension of the customer’s workforce, addressing technical and business concerns and aligning Salesforce capabilities with customer priorities, projects, and challenges. The role is accountable for the delivery of Signature Plan benefits and the overall customer experience, including renewal and expansion. It combines stakeholder management, adoption and value guidance, technical health monitoring, incident coordination, and collaboration with Salesforce teams. The CSM uses AI agents to support routine work and monitoring, while applying product expertise and human judgment to customer needs and risks. This role is office-flexible, with an expectation to work in the office at least three days per week.

Requirements

At least 5 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.
Industry-relevant expertise and ability to understand the broad impact of the industry on customers’ businesses.
Excellent communication skills, including the ability to explain technical issues to diverse audiences and translate technical concepts into business terms.
Commitment to seeking relevant learning activities, treating obstacles as growth opportunities, and seeking experienced mentors for development.
3–4 years of experience supporting customers using Sales Cloud and Service Cloud.
Working knowledge of Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports, and Dashboards.
Working knowledge of Service Cloud features: Cases, Knowledge, Queues, Service Console, and Omni-Channel routing.
Understanding of sales processes such as lead-to-cash, opportunity management, and pipeline management, and service processes such as case management, escalation, and SLA management.
Familiarity with Sales Cloud automation, including workflows, Process Builder, and flows for sales processes.
Familiarity with Service Cloud automation, including email-to-case, web-to-case, case assignment rules, and macros.
Ability to demonstrate Lightning Sales/Service Console and the mobile app.
Knowledge of common sales use cases, including territory management, lead assignment, and opportunity stages, and service use cases, including case deflection, knowledge management, and multi-channel support.
Ability to use AI agents for routine tasks, guide them with natural-language prompts, and apply AI-driven customer sentiment and intent monitoring.

Nice To Haves

Sales Cloud Consultant certification.
Service Cloud Consultant certification.
Additional Salesforce product certifications, such as AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, or Agentblazer.
Experience with Einstein for Sales, including lead scoring, opportunity insights, and activity capture, and Einstein for Service, including case classification, article recommendations, and next best actions.
Understanding of Sales Cloud integrations with marketing automation and service tools, and Service Cloud integrations with telephony, chat, messaging, and self-service portals.

Responsibilities

Serve as the single point of customer accountability for Signature deliverables, the overall customer experience, and renewal and expansion.
Coordinate entitled deliverables and oversee the customer experience throughout the Signature lifecycle.
Apply appropriate processes to address customer needs and deliver value through the Signature offer.
Align business and technical stakeholders, connecting business value and technical goals to the Signature offer.
Prioritize assigned work, organize tasks, and create basic plans; use internal resources and seek guidance from managers or mentors on priority problems.
Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
Share best practices for sales and service process optimization, data quality, and customer experience.
Drive adoption of Sales and Service Cloud features among representatives, agents, managers, supervisors, and operations teams.
Track usage metrics, including opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores.
Develop and maintain stakeholder relationships, including executive-level relationships within customer IT and business leadership.
Act as a trusted advisor by understanding customer business models, establishing mutual goals, and applying proven solutions to customer problems.
Strengthen partnership commitments, drive innovation aligned with customer challenges, increase engagement with products and services, and identify political barriers to customer success.
Partner with experienced team members to solve complex problems and develop strategic success plans when needed.
Conduct quarterly feature-usage reviews, recommend adoption of tools such as Journey Builder or Commerce Promotions, and help ensure platform stability and performance.
Identify underutilization of contracted entitlements and align platform features with customer priorities to increase throughput.
Use AI agents for routine tasks such as meeting summaries, QBR data collection, and initial health monitoring; use natural-language prompts to retrieve customer data and draft success plans.
Use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention, and pursue Agentblazer training and certifications to stay current on autonomous agent capabilities.
Apply product knowledge to diagnose technical concerns, ask effective questions, and align platform features with customer priorities and roadmaps.
Proactively monitor customer health, conduct quarterly reviews, identify trends, and provide tailored release recommendations to support stability, performance, and feature enhancement.
Serve as the primary interface for major incidents, such as checkout failures or email deliverability drops, to protect peak revenue.
Build multidisciplinary relationships with Sales, Engineering, and Product Management to coordinate customer success and revenue opportunities.
Plan client engagements, communicate proactively with collaborators, and keep customer goals central to decisions.
Escalate complex automation, data model, routing, or integration questions to technical resources.