Customer Success Senior Manager - Retail and Consumer Goods (RCG/ CPG)

Salesforce•Atlanta, GA

13d•Hybrid

About The Position

Salesforce is seeking a Customer Success Senior Manager for the Retail and Consumer Goods (RCG/CPG) sector. This role is part of the Signature Success Plan, which provides enterprise-level support and expert guidance to customers. As a Senior Customer Success Manager (CSM), you will be a dedicated partner to Salesforce’s customer organizations, acting as a trusted advisor. You will build strong relationships with customers and account teams, staying informed about their key events, needs, potential risks, and value drivers. Your primary focus will be on improving the customer's technical and operational health and maximizing their Salesforce investment. You will also serve as the main point of contact for major customer incidents, managing expectations and communications until resolution. This role requires proactive optimization of the platform, especially during critical peak events, and necessitates deep technical knowledge of the Salesforce platform and cross-functional collaboration to deliver a unified Signature experience.

Requirements

Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).
Minimum of 8+ years in Customer Success, Technical Account Management, Consulting, or equivalent experience, preferably in RCG and/or CPG.
Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes.
Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies.
Deep understanding of Salesforce’s ecosystem, products, and best practices.
Proven track record leading efforts across large, cross-functional teams to drive customer success.
Exceptional communication, presentation, and influence skills at all organizational levels.
Experience managing escalations and resolving critical customer situations.
Degree or equivalent relevant experience required.
Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

Nice To Haves

Salesforce Certifications: AI Associate, AI Specialist, Administrator, Advanced Administrator, Data Cloud Consultant, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant.
Knowledge of modern cloud data platforms (Snowflake, Databricks, BigQuery, RedShift) and AI tools (Python, R, Jupyter).
Passion for helping customers drive business outcomes through AI, automation, and data.
Previous experience working with enterprise customers and scaling innovation initiatives.

Responsibilities

Orchestrate Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion.
Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities.
Launch and execute Customer Success Plans; renew and expand across customers.
Proactively manage risks and urgent escalations, partnering across internal Salesforce teams to swiftly resolve challenges.
Monitor market and customer trends.
Track and communicate customer health metrics, customer success scores, and overall loyalty insights.