Customer Success Manager

Salesforce•Denver, CO

18h•Hybrid

About The Position

The Customer Success Manager (CSM) is an individual contributor and versatile expert responsible for helping high-value customers who purchase the Signature Success Plan achieve significant returns on their investment in Salesforce’s platform. Acting as an extension of the customer’s workforce and a trusted advisor, the CSM guides customer organizations and addresses technical and business concerns in alignment with customer priorities, projects, and challenges. Salesforce is seeking candidates with experience supporting customers in State, Local Government, and Education (SLED), including state and municipal agencies, county and city governments, and K–12 or higher education institutions. The CSM is accountable for the delivery of Signature Plan deliverables, the customer experience throughout the Signature lifecycle, and renewal and expansion. The role coordinates entitled deliverables, aligns business and technical stakeholders, conducts enablement, supports product adoption, monitors usage and customer health, and identifies risks and opportunities. The CSM builds relationships with customer stakeholders—including executives—and partners with Salesforce Sales, Engineering, Product Management, and technical resources to support customer outcomes. The position also involves applying AI agents to routine tasks, using AI-driven sentiment and intent analysis to identify concerns, and pursuing ongoing learning about autonomous agent capabilities. This is an office-flexible role with an expectation of working in the office at least three days per week. The typical annual base salary range is $123,100–$186,300; the range excludes bonuses, sales incentives, equity, and benefits. Applications are accepted until 11/30/2026.

Requirements

At least 5 years of relevant industry expertise in Customer Success, SaaS platform use, or related fields is preferred.
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 a customer’s business.
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, approach obstacles as growth opportunities, and seek experienced mentors for development.
3–4 years of experience with deep Salesforce Service Cloud expertise.
Knowledge of advanced Service Cloud features, including Omni-Channel, Service Cloud Voice, Digital Engagement (messaging and chat), and Field Service Lightning.

Nice To Haves

Service Cloud Consultant certification.
Salesforce Administrator and Service Cloud Consultant certifications.
Data Cloud experience or certification.
Additional Salesforce product certifications, such as AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, or Agentblazer.
Understanding of Service Cloud integrations with telephony, chat, messaging, and self-service portals.
Understanding of Einstein AI for Service, including case routing, chatbots, and predictive service.
Prior team-lead, mentor, or management experience.

Responsibilities

Serve as the single point of customer accountability for Signature deliverables, the overall customer experience, and renewal and expansion.
Coordinate the customer’s entitled deliverables and oversee the experience throughout the Signature lifecycle.
Apply appropriate processes to customer needs and ensure value is delivered through the Signature offer.
Align and manage business and technical stakeholders, connecting business value and technical goals to the Signature offer.
Prioritize work, organize tasks, create basic plans, and use internal resources and manager or mentor guidance to address 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 with 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.
Build relationships with key customer stakeholders, including executive-level contacts in IT and business leadership, and act as a trusted advisor.
Understand customers’ business models, build trust around mutual goals, apply proven solutions, solidify partnership commitments, and drive innovation aligned with business challenges.
Increase customer engagement with products and services and identify major political barriers to customer success.
Partner with experienced team members to solve complex problems and develop strategic success plans when needed.
Conduct quarterly reviews of feature usage to drive adoption and support platform stability and performance.
Identify underutilized contracted entitlements and align platform features with customer priorities to increase throughput.
Use AI agents to automate routine work such as meeting summaries, QBR data collection, and initial health monitoring.
Use natural-language prompts to guide AI agents in retrieving customer data and preparing initial drafts of success plans.
Use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
Seek 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.
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 customer engagements, communicate proactively with collaborators, and keep customer goals central to decisions.
Escalate complex automation, data model, routing, or integration questions to technical resources.