Customer Success Manager - Core (Sales & Service) Clouds

Salesforce•Indianapolis, IN

7d•$147,400 - $202,600•Hybrid

About The Position

The Customer Success Manager (CSM) is an individual contributor and versatile expert who helps high-value customers with the Signature Success Plan achieve significant returns on their Salesforce platform investment. Acting as an extension of the customer’s workforce and as a trusted advisor, the CSM addresses technical and business concerns and aligns solutions with customer priorities, projects, and challenges. The role supports customers in Financial Services, Health & Life Sciences, or Technology Media Telecommunications. The CSM is accountable for delivering Signature benefits and the overall customer experience, while contributing to customer renewal and expansion. The position requires close collaboration with customer stakeholders and internal Sales, Engineering, Product Management, and other teams. It also involves promoting adoption of Sales and Service Cloud, monitoring usage and customer health, providing enablement and recommendations, and using AI tools to improve the effectiveness of customer work. The role is office-flexible, with an expectation to work in the office at least three days per week.

Requirements

Experienced business professional, preferably with at least 3 years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields.
3–4 years of experience supporting customers using Sales Cloud and Service Cloud.
Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
Excellent communication skills, including the ability to explain technical issues to diverse audiences and translate technical concepts into business terms.
Working knowledge of Sales Cloud features including Leads, Accounts, Contacts, Opportunities, Forecasting, Reports, and Dashboards.
Working knowledge of Service Cloud features including 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, and Service Cloud automation, including email-to-case, web-to-case, case assignment rules, and macros.
Ability to demonstrate the Lightning Sales/Service Console and mobile app.
Knowledge of common sales use cases such as territory management, lead assignment, and opportunity stages, and service use cases such as case deflection, knowledge management, and multi-channel support.
Industry-relevant expertise and understanding of the broad impact of the industry on customer businesses.
Actively seeks learning opportunities, treats obstacles as opportunities for growth, and seeks experienced mentors to support personal development.

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.
Experience supporting customers in Financial Services, Health & Life Sciences, or Technology Media Telecommunications; direct experience with Financial Services Cloud, Health Cloud, Life Sciences Cloud, or Media Cloud is preferred.

Responsibilities

Serve as the single point of customer accountability for Signature deliverables, the overall customer experience, and renewal and expansion.
Coordinate deliverables across the Signature lifecycle, apply appropriate processes to customer needs, identify underutilized entitlements, and align platform features with customer priorities.
Manage relationships with business and technical stakeholders, including executive-level customer IT and business leaders, and align business value and technical goals with the Signature offering.
Act as a trusted advisor by understanding customer business models, building trust around shared goals, identifying political barriers, and driving innovation aligned with customer challenges.
Partner with Sales, Engineering, Product Management, and experienced colleagues to solve complex problems and develop strategic success plans.
Conduct enablement 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 and tools such as Journey Builder or Commerce Promotions.
Track usage metrics, including opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores.
Conduct proactive monitoring and quarterly reviews, identify trends, and provide tailored release recommendations to support stability, performance, and feature enhancement.
Serve as the primary interface for major incidents and escalate complex automation, data model, routing, or integration questions to technical resources.
Use AI to automate routine tasks, retrieve customer data, prepare drafts of success plans, and identify early customer concerns for human intervention.
Pursue Agentblazer training and certifications, prioritize urgent work, plan client engagements, communicate proactively, and use product knowledge to diagnose needs and align platform features with customer priorities and roadmaps.