Customer Success Manager, Senior Manager - Core Clouds

Salesforce•Indianapolis, IN

8d•$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 primary strategic partner, maintaining a focus on customer business goals and improving adoption, technical health, and expertise so customers can realize maximum value from their Salesforce investment. The role is office-flexible, with an expectation to work in the office at least three days per week. Location availability varies by vertical; applicants are asked to indicate their target vertical and location. Financial Services experience is preferred, with NY Metro preferred for that vertical.

Requirements

Preferably 5–6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
Exceptional communication and presentation skills, with the ability to influence at all levels, including executive and C-level audiences.
Ability to handle objections, navigate complicated discussions, and drive alignment.
5–6 years of experience supporting customers using Sales Cloud and Service Cloud.
Certifications in Sales Cloud Consultant, Service Cloud Consultant, and Advanced Administrator.
Knowledge of Sales Cloud capabilities including Sales Engagement, High Velocity Features, and Einstein AI for lead/opportunity scoring and forecasting.
Knowledge of Service Cloud capabilities including Omni-Channel, Service Cloud Voice, Digital Engagement (messaging and chat), Field Service Lightning, and Einstein AI for case routing, chatbots, and predictive service.

Nice To Haves

Experience supporting customers in Financial Services, including banking, insurance, wealth management, and related organizations; direct Financial Services Cloud experience is preferred.
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 (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next best actions).
Strong understanding of Sales Cloud topics such as sales effectiveness, revenue operations strategy, territory management, collaborative forecasting, and pipeline inspection tools.
Strong understanding of Service Cloud topics such as 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 client engagement timing and approach based on calculated ROI, and create an engagement charter with clear goals and metrics.
Own the Signature experience across complex, multi-org customers and integrate customer priorities and timelines into comprehensive success plans.
Serve as a central resource for customers and the team, proactively 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, and influence internal and external stakeholders to drive consensus.
Use Salesforce expertise and business insight to make recommendations that advance customers’ core business goals.
Represent the voice of the customer internally and mentor team members.
Identify problems and manage risks, using Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk.
Investigate root causes and uncover opportunities rather than only treating symptoms.
Guide customers on governance frameworks, Trust Layer best practices, and safety-by-design principles.