Customer Success Manager, Core - Commercial

Salesforce•Indianapolis, IN

7d•$123,100 - $202,600•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. 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. The role owns the delivery of Signature deliverables and the overall customer experience, including renewal and expansion. It coordinates the customer’s Signature lifecycle, supports adoption of Sales and Service Cloud, monitors usage and customer health, and aligns platform capabilities with business goals. The CSM builds stakeholder relationships, advises on process optimization, manages risks and major incidents, and collaborates with Sales, Engineering, Product Management, and technical resources to support customer success and revenue opportunities. The position uses AI agents for routine activities such as meeting summaries, QBR data collection, and initial health monitoring, and applies AI-driven sentiment and intent analysis to identify concerns for human intervention. The role is office-flexible, with an expectation to work in the office at least three days per week.

Requirements

At least 5 years of relevant industry expertise 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 customers’ businesses.
Excellent communication skills, including the ability to explain technical issues to diverse audiences and translate technical concepts into business terms.
A proactive approach to learning, treating obstacles as growth opportunities, and seeking experienced mentors for development.
3–4 years of experience supporting customers using Sales Cloud and Service Cloud.
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 for sales processes, 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.

Nice To Haves

Sales Cloud Consultant and Service Cloud Consultant certifications.
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 how Sales Cloud integrates with marketing automation and service tools, and how Service Cloud integrates with telephony, chat, messaging, and self-service portals.

Responsibilities

Serve as the single point of customer accountability for Signature deliverables, the overall customer experience, renewal, and expansion.
Coordinate all deliverables included in the customer’s Signature offer and oversee the experience throughout the Signature lifecycle.
Apply appropriate processes to address customer needs and deliver value 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 take responsibility for assigned activities.
Use internal resources effectively and seek manager or mentor guidance on 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 among 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 and maintain relationships with key stakeholders, including executive-level customer IT and business leaders.
Act as a trusted advisor by understanding customer business models, aligning on mutual goals, and applying proven solutions.
Solidify partnership commitments and drive innovation aligned with customer business challenges.
Increase customer engagement with products and services and identify political barriers to customer success.
Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
Conduct quarterly reviews of feature usage to drive adoption of tools such as Journey Builder or Commerce Promotions and support platform stability and performance.
Identify underutilized contracted entitlements, such as messaging volume or GMV tiers, and align platform features with customer priorities to increase throughput.
Use AI agents to automate 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 drafting success plans.
Use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
Pursue Agentblazer training and certifications to remain current on autonomous agent capabilities.
Apply product knowledge to diagnose technical concerns 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 client engagements, communicate proactively with collaborators, and keep customer goals central to decisions.
Escalate complex automation, data model, routing, or integration questions to technical resources.