Customer Success Manager - Core (Sales & Service) Clouds

Salesforce•Indianapolis, IN

5d•Hybrid

About The Position

The Customer Success Manager (CSM) is an individual contributor and versatile expert responsible for helping high-value customers with the Signature Success Plan achieve a significant return on their investment in Salesforce. Acting as an extension of the customer’s workforce and a trusted advisor, the CSM addresses technical and business concerns and aligns Salesforce solutions with customer priorities, projects, and challenges. The role supports customers in industries such as Financial Services, Health & Life Sciences, and Technology, Media, and Telecommunications. The CSM is accountable for delivering Signature benefits and the overall customer experience, while supporting renewal and expansion. The role also helps customers improve adoption and business outcomes from Sales and Service Cloud and related products, using product expertise, customer insights, and AI-enabled tools. The position is office-flexible, with an expectation of working in the office at least three days per week. NY Metro is preferred for Financial Services candidates.

Requirements

At least 3 years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields is preferred.
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 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.
Industry-relevant expertise and understanding of how the industry affects customers’ businesses.
Willingness to seek learning opportunities, approach obstacles as growth opportunities, and learn from experienced mentors.
Ability to work in the office a minimum of three days per week.

Nice To Haves

Direct Financial Services Cloud experience for Financial Services customers.
Direct Health Cloud and/or Life Sciences Cloud experience for Health & Life Sciences customers.
Direct Media Cloud experience for Technology, Media, and Telecommunications customers.
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 customer experience, 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.
Align business and technical stakeholders around business value and technical goals; build relationships with customer leadership, including executives.
Act as a trusted advisor by understanding customers’ business models, identifying barriers to success, solidifying partnership commitments, and recommending proven solutions.
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 relevant tools.
Track usage and outcome metrics, including opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores.
Monitor customer health, conduct quarterly reviews, identify trends, and recommend releases 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, draft success plans, and identify early customer concerns for human follow-up.
Plan customer engagements, prioritize urgent work, communicate proactively, keep customer goals central, and use product knowledge to diagnose needs and align features with customer roadmaps.
Seek Agentblazer training and certifications and pursue ongoing learning and development.