Customer Success Manager- Momentum

Salesforce•San Francisco, CA

7d•$123,100 - $202,600•Hybrid

About The Position

Momentum (A Salesforce Company) is an AI Revenue Orchestration Platform designed to supercharge a company's revenue engine from the first customer call to renewals. We capture unstructured data from customer interactions and automate critical workflows. Here, ambition meets action, and innovation is a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI and driving innovation. The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects and problems. Our Customer Success team advises and guides a wide variety of customers, ensuring they successfully integrate, adopt widely and continuously gain business value from our AI Revenue Orchestration platform. We serve as the trusted point of contact for Momentum's strategic key customers across the customer lifecycle. Part coach, project manager, consultant and product specialist, Our Momentum CSMs work closely with customers to discover their business needs and challenges and then mentor them on the best ways to leverage our platform to solve them.

Requirements

Experienced business professional, preferably with 3+ 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
Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business
Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms
Actively seek out relevant learning activities, approach obstacles as growth opportunities and seek experienced mentors to accelerate personal development
3-4 years of direct experience working with an AI or Revenue Orchestration platform; familiarity with best practices for automated deal and retention workflows.
Expert knowledge of core capabilities: Deal Execution Agent, Customer Retention Agent, Coaching Agent and AI CRO agent features.

Nice To Haves

Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring
Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans
Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention

Responsibilities

Conduct maturity assessments and build Momentum adoption roadmaps
Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer
Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer
Prioritize the most urgent work activities, organize tasks to avoid missing key steps and create basic plans to focus time, taking responsibility for assigned tasks
Use internal resources to increase effectiveness and rely on managers or mentors for 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 Momentum’s AI features with reps, agents, managers, supervisors and ops teams
Track usage metrics (revenue outcomes, sentiment analysis, agent utilization, feature adoption) and accelerate adoption, maturity, and growth across our largest customers while ensuring each customer realizes maximum business value
Assess business requirements and advise on best practices for governance, platform configuration and data organization
Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership
Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model and applying proven solutions to their problems
Solidify partnership commitments and drive innovation aligned with customers' business challenges
Increase customer engagement with products and services and identify major 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 key AI agents (Deal Execution, Customer Retention, Coaching) and ensure platform stability and performance
Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput
Actively seeking out training and certifications to stay current on autonomous agent capabilities and AI best practices
Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnostic questions and align platform features with customer priorities and roadmaps
Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance and feature enhancement
Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue
Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities
Form a clear plan for client engagements, communicate clearly and proactively with collaborators and keep the customer goal central to decision-making
Escalate complex automation, data model, routing, or integration questions to technical resources