Customer Success Manager

Salesforce•Indianapolis, IN

15d•Hybrid

About The Position

The Customer Success Manager (CSM) is a versatile expert responsible for helping high-value customers who purchase the Signature Success Plan achieve a significant return on their investment in Salesforce. Acting as an extension of the customer’s workforce and a trusted advisor, the CSM provides guidance to customer organizations and addresses technical and business concerns in alignment with customer priorities, projects, and challenges. The CSM is accountable for delivery of Signature deliverables and the customer experience throughout the Signature lifecycle, as well as supporting renewal and expansion. The role develops stakeholder relationships, aligns business value with technical goals, monitors platform health and adoption, supports incident response, and coordinates with Salesforce teams to help customers achieve success. The role uses AI agents to assist with routine work and customer health monitoring. It is office-flexible, with an expectation of working in the office three days per week.

Requirements

Preferably 3–4 years of relevant industry experience 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 developing skills in a relevant functional area, with an understanding of the industry’s broad impact on the customer’s business.
Excellent communication skills, including explaining technical issues to diverse audiences and translating technical concepts into business terms.
Actively pursue relevant learning, treat obstacles as growth opportunities, and seek experienced mentors to accelerate development.
Working knowledge of core Sales Cloud features, including Leads, Accounts, Contacts, Opportunities, Forecasting, Reports, and Dashboards.
Understanding of sales processes such as lead-to-cash, opportunity management, and pipeline management.
Familiarity with Sales Cloud automation, including workflows, Process Builder, and flows for sales processes.
Knowledge of common sales use cases, including territory management, lead assignment, and opportunity stages.
Ability to use AI agents and natural-language commands for routine task automation, customer data retrieval, and initial success-plan drafting.

Nice To Haves

Salesforce product certifications are a plus. Suggested certifications for external hires include AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, and Data Cloud Specialist.

Responsibilities

Serve as the single point of customer accountability for Signature deliverables, the overall customer experience, and renewal and expansion.
Coordinate customer-entitled deliverables 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 tasks; use internal resources and seek guidance from managers or mentors when needed.
Develop and maintain relationships with key stakeholders, including executive-level customer IT and business leaders.
Build trust as a customer advisor by understanding the customer’s business model, establishing mutual goals, and applying proven solutions.
Solidify partnership commitments and drive innovation in line 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 strategic success plans when needed.
Use AI agents to automate routine activities such as meeting summaries, QBR data collection, and initial health monitoring; use AI-driven sentiment and intent analysis to flag concerns for human intervention.
Use natural-language prompts to guide AI agents in retrieving customer data and drafting success plans.
Pursue Agentblazer training and certifications to stay current on autonomous agent capabilities.
Apply product knowledge to diagnose technical concerns and align platform features with customer priorities and roadmaps.
Monitor customer health, conduct quarterly reviews, identify trends, and provide tailored release recommendations for stability, performance, and feature enhancement.
Act as the primary contact for major incidents, ensuring timely communication and issue resolution.
Coordinate customer relationships and success and revenue opportunities with Sales, Engineering, and Product Management.
Plan client engagements, communicate proactively with collaborators, and keep customer goals central to decisions.