Customer Success Manager, Senior Manager - Core Clouds (Sales & Service)

Salesforce•Indianapolis, IN

22d•$150,100 - $247,900•Hybrid

About The Position

The Customer Success Manager, Senior Manager is a highly strategic individual contributor responsible for driving measurable business impact for complex, often multi-org Signature customers. The role serves as a strategic partner, maintaining focus on customers’ business goals and helping improve adoption, technical health, and expertise so customers realize maximum value from their Salesforce investment. It ensures delivery of the work needed to advance customer business goals and integrates multiple products or processes into effective solutions. The position leads the Signature customer experience, develops success plans and engagement charters, mobilizes resources, and aligns internal teams around customer business and technical goals. It builds relationships with executive stakeholders, advocates for customers, provides Salesforce and industry-informed recommendations, and mentors colleagues. The role also identifies and mitigates account risks, supports governance and safety-by-design practices for AI, and uses AI tools and automated reports to help recognize account patterns and investigate root causes. This is an individual-contributor role. It is office-flexible, with an expectation of working in-office at least three days per week for candidates who live near a listed hub. Remote candidates may be considered in specified locations by vertical. Financial Services industry experience is preferred, with New York Metro preferred for that vertical.

Requirements

5–6 years of relevant industry experience, preferably in Customer Success, SaaS platform use, or strategic consulting.
5–6 years of experience supporting customers using Sales Cloud and Service Cloud.
Sales Cloud Consultant, Service Cloud Consultant, and Advanced Administrator certifications.
Exceptional communication and presentation skills, with demonstrated ability to influence stakeholders at all levels, including executive and C-level audiences.
Ability to handle objections, navigate complex discussions, drive alignment, and persist through adversity and disappointment.
Ability to clarify collaborator roles and responsibilities and serve as a central resource for technical and business alignment.
Knowledge of advanced Sales Cloud features, including Sales Engagement, High Velocity Features, and Einstein AI for lead and opportunity scoring and forecasting.
Knowledge of advanced Service Cloud features, including Omni-Channel, Service Cloud Voice, Digital Engagement, Field Service Lightning, and Einstein AI for case routing, chatbots, and predictive service.

Nice To Haves

Additional Salesforce product certifications, such as AI Associate, Platform App Builder, Data 360 Specialist, Agentblazer, CPQ Specialist, Field Service Consultant, or Slack.
Experience with Einstein for Sales features such as lead scoring, opportunity insights, and activity capture, and Einstein for Service features such as case classification, article recommendations, and next-best actions.
Strong understanding of Sales Cloud capabilities and practices, including sales effectiveness, revenue operations strategy, territory management, collaborative forecasting, and pipeline inspection tools.
Strong understanding of Service Cloud capabilities and practices, including customer service transformation, contact center operations, telephony integrations, IVR systems, and workforce management tools.
Experience supporting enterprise sales organizations and complex sales processes.
Understanding of sales methodologies such as MEDDIC, Challenger, and Solution Selling, and service methodologies such as ITIL and customer success frameworks, including appropriate configurations.
Knowledge of Agentforce SDR, Agentforce Service Agent, and AI-powered selling and service capabilities.
Experience supporting customers in Financial Services, including banking, insurance, wealth management, or other financial services organizations; direct Financial Services Cloud experience is preferred.
New York Metro location for the Financial Services vertical is preferred.

Responsibilities

Determine when and how to engage customers based on calculated ROI, ensuring activities deliver tangible customer value.
Lead the Signature experience for complex, multi-org customers by coordinating workstreams, priorities, timelines, and comprehensive success plans.
Serve as a central resource for customers and internal teams, taking ownership of customer needs and mobilizing expert resources as needed.
Create engagement charters with clear goals and metrics to align internal and external teams.
Align the Account Success team and internal stakeholders around customer business and technical goals and value delivery.
Design multi-step digital workflows that use agents for repetitive, data-intensive work, while identifying where human or AI support is appropriate.
Build and maintain relationships with customer IT and business executives, and navigate organizational dynamics to drive consensus and results.
Apply Salesforce product knowledge and business insight to recommend solutions, adapt established approaches, and advance customer goals.
Amplify the customer’s voice within Salesforce and develop working knowledge of major Salesforce solutions and relevant industry needs.
Mentor team members, pursue challenging learning opportunities, and contribute subject-matter expertise internally.
Identify and manage risks, using the Red Accounts Escalation Play and Case Oversight & Incident Management processes when renewals or go-live dates are at risk.
Guide customers on AI governance frameworks, Trust Layer best practices, and safety-by-design principles.
Use AI tools for account-level pattern recognition and automated root-cause reports; investigate underlying causes and uncover opportunities.