Customer Success Manager

Salesforce•Indianapolis, IN

15d•Hybrid

About The Position

The Customer Success Manager (CSM) is a versatile expert responsible for helping high-value customers with the Signature Success Plan achieve significant returns on their investment in Salesforce. The CSM acts as an extension of the customer’s workforce and a trusted advisor, identifying and addressing technical and business concerns and aligning the work with customer priorities, projects, and challenges. The role owns customer accountability for Signature deliverables, customer experience, renewal, and expansion. It includes managing customer relationships across business and technical stakeholders, advising on customer goals, monitoring technical health and adoption, managing risks and incidents, and coordinating with Sales, Engineering, and Product Management. The CSM also uses AI agents to support routine tasks and customer health monitoring, while developing AI skills through training and certifications. This is an office-flexible role with an expectation of working in the office three days per week.

Requirements

Preferably 3–4 years of relevant industry experience 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 an understanding of the broad impact of the industry on customer businesses.
Excellent communication skills, including the ability to explain technical issues to diverse audiences and translate technical concepts into business terms.
Willingness to pursue relevant learning activities, treat obstacles as growth opportunities, and seek experienced mentors.
Working knowledge of core Sales Cloud features, including Leads, Accounts, Contacts, Opportunities, Forecasting, Reports, and Dashboards.
Understanding of sales processes such as lead-to-cash, opportunity management, and pipeline management.
Familiarity with Sales Cloud automation, including workflows, Process Builder, and Flows for sales processes.
Knowledge of common sales use cases such as territory management, lead assignment, and opportunity stages.

Nice To Haves

Salesforce product certifications are a plus. For external hires, recommended certifications include AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, and Data Cloud Specialist.

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 customer needs and ensure value is delivered through the Signature offer.
Align business and technical stakeholders by connecting business value and technical goals to the Signature offer.
Prioritize and organize work, create basic plans, and take responsibility for assigned tasks.
Develop and maintain relationships with key stakeholders, including executive-level customer IT and business leaders.
Act as a trusted advisor by understanding customer business models, building trust through shared goals, and applying proven solutions.
Solidify partnership commitments and drive innovation aligned with customers’ business challenges.
Increase customer engagement with products and services and identify political barriers to customer success.
Use AI agents for routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
Use natural-language prompts to guide AI agents in retrieving customer data and generating first drafts of success plans.
Monitor AI-driven sentiment and intent analysis and flag customer concerns for human intervention.
Apply product knowledge to address technical concerns, ask diagnostic questions, and align platform features with customer priorities and roadmaps.
Proactively monitor customer health, conduct quarterly reviews, identify trends, and provide tailored release recommendations.
Act as the primary contact for major incidents, ensuring timely communication and issue resolution.
Build multidisciplinary relationships with Sales, Engineering, and Product Management to coordinate customer success and revenue opportunities.
Plan customer engagements, communicate proactively with collaborators, and keep customer goals central to decisions.
Seek relevant learning activities and Agentblazer training and certifications.