Customer Success Manager, Senior Manager - Core Clouds

Salesforce•Dallas, TX

6d•Hybrid

About The Position

The Customer Success Manager, Senior Manager is a highly strategic individual contributor who drives measurable business impact for complex, often multi-org Signature customers. The role serves as a primary strategic partner, keeping customer business goals at the center of work to improve adoption, technical health, and expertise and help customers realize maximum value from their Salesforce investment. It owns the Signature experience across complex customers, builds success plans, mobilizes internal resources, influences executive stakeholders, and manages risk. The position also guides customers on AI governance frameworks, Trust Layer best practices, and safety-by-design principles. The role is office-flexible, with an expectation to work in-office at least three days per week. Location availability varies by vertical; NY Metro is preferred, and Financial Services experience is preferred.

Requirements

Preferably 5–6 years of relevant experience in Customer Success, SaaS platform use, or strategic consulting.
5–6 years of experience supporting customers using Sales Cloud and Service Cloud.
Certifications in Sales Cloud Consultant, Service Cloud Consultant, and Advanced Administrator.
Exceptional communication and presentation skills, with the ability to influence at all levels, including executive and C-level audiences.
Ability to handle objections, navigate complex discussions, and drive 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

Experience supporting customers in Financial Services, such as banking, insurance, or wealth management; direct Financial Services Cloud experience is preferred.
Additional Salesforce certifications, such as AI Associate, Platform App Builder, Data 360 Specialist, Agentblazer, CPQ Specialist, Field Service Consultant, or Slack.
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.
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 and related 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.
Knowledge of Agentforce SDR and Service Agent and AI-powered selling and service capabilities.

Responsibilities

Determine when and how to engage customers based on calculated ROI, ensuring activities deliver tangible customer value.
Create engagement charters with clear goals and metrics to align internal and external teams.
Own the Signature experience for complex, multi-org customers and integrate customer priorities and timelines into comprehensive success plans.
Serve as a central resource for customers and teams, take ownership of customer needs, and mobilize expert resources as needed.
Align the Account Success team and internal stakeholders around customer business and technical goals.
Build and maintain relationships with customer IT and business executive leadership.
Drive consensus and influence internal and external stakeholders to engage in customer success efforts.
Apply Salesforce expertise and business insight to make recommendations that advance customers’ core business goals.
Amplify customer feedback with internal teams and mentor team members.
Identify problems and manage risk, using the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk.
Investigate root causes by questioning assumptions and identify opportunities beyond addressing immediate symptoms.
Guide customers through AI governance frameworks, Trust Layer best practices, and safety-by-design principles.