Customer Success Manager

Salesforce•Denver, AZ

7d•$123,100 - $186,300•Hybrid

About The Position

The Customer Success Manager (CSM) is an individual contributor who supports high-value customers purchasing Salesforce’s Signature Success Plan. Acting as an extension of the customer’s workforce and as a trusted advisor, the CSM helps customers achieve a strong return on their platform investment by addressing technical and business concerns and aligning solutions with customer priorities, projects, and challenges. The role seeks candidates with experience supporting customers in State, Local Government, and Education (SLED), including government agencies and K-12 or higher education institutions. The CSM is accountable for the delivery of Signature entitlements, the customer experience, and renewal and expansion. The role builds relationships with business and technical stakeholders, promotes adoption of Sales and Service Cloud capabilities, monitors usage and customer health, and recommends actions to improve value, stability, performance, and adoption. The CSM partners with Sales, Engineering, Product Management, and technical resources, and escalates complex technical issues as needed. The role also uses AI agents and AI-driven analysis to support routine work and identify customer concerns.

Requirements

At least 5 years of relevant industry expertise in Customer Success, SaaS platform use, or related fields preferred.
Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
Industry-relevant expertise and understanding of the broad impact of the industry on customer businesses.
Excellent communication skills, including the ability to explain technical issues to diverse audiences and translate technical concepts into business terms.
Actively seek relevant learning opportunities, approach obstacles as growth opportunities, and seek experienced mentors.
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 customer entitlements and oversee the customer experience throughout the Signature lifecycle.
Apply appropriate processes to address customer needs and deliver value through the Signature offer.
Align business value and technical goals with the Signature offer while managing business and technical stakeholders.
Prioritize work, organize tasks, create basic plans, and take responsibility for assigned work.
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.
Develop and maintain relationships with key stakeholders, including executive-level customer IT and business leaders.
Build trust by understanding customer business models, identifying mutual goals, and applying proven solutions to customer problems.
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 experienced team members on complex problems and develop strategic success plans when needed.
Conduct quarterly reviews of feature usage and recommend actions to drive adoption and maintain platform stability and performance.
Identify underused contracted entitlements 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 preparing first drafts of success plans.
Use AI-driven sentiment and intent analysis to identify early customer concerns for human intervention.
Pursue Agentblazer training and certifications to stay current on autonomous agent capabilities.
Apply product knowledge to address technical concerns, ask effective diagnostic questions, and align platform features with customer priorities and roadmaps.
Proactively monitor customers, 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.
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, and integration questions to technical resources.