Senior Manager, Customer Success Manager (CSM), NGO

Salesforce•Washington, DC

5d•$150,100 - $247,900•Hybrid

About The Position

Salesforce is seeking a Senior Manager, Customer Success Manager (CSM) for its NGO sector. This role is crucial for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with Salesforce's AI CRM platform. The CSM acts as an extension of the customer’s workforce and a trusted advisor, providing guidance and addressing both technical and business concerns. In the current 'Agentic Era,' this role requires a strategic partner who is comfortable in a digital-first world, fluent in industry-specific language (ROAS, conversion funnels, omnichannel orchestration), and adept at navigating challenges like peak-season scaling and privacy shifts. The primary impact comes from translating complex business goals into a seamless customer journey across Marketing & Commerce. Domain authority is essential, understanding that technology success is grounded in deep knowledge of customer business challenges and market trends. Salesforce is particularly interested in candidates with experience supporting nonprofit, mission-driven NGO, and international development organizations, who are passionate about social good and have experience with grant-funded programs.

Requirements

Minimum 5 years of industry expertise in Customer Success, SaaS platforms, and Marketing/Commerce operations.
Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences.
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.
Drives long-term commercial success as a Sales Cloud trusted advisor, bridging the gap between front-line selling and back-office operations. Guide customers through the evolution of their Salesforce maturity, ensuring that platform features like Forecasting and Pipeline Inspection are leveraged to maximize win rates and organizational growth.
4 years experience supporting customers using Marketing Cloud.
Must have Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training credentials.
6 years of professional experience in customer-facing roles.
Office-flexible, with the expectation to be in-office a minimum of three (3) days per week. This is not a remote position.

Nice To Haves

Experience working with nonprofit organizations strongly preferred.
Marketing Cloud (Email Specialist, Engagement Foundations) certifications.
Strong preference for hands-on experience or certification in Salesforce Data Cloud to drive unified customer insights.
Possession of the Salesforce Platform Administrator certification.
Holds Agentblazer Champion Status or higher.
Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist).

Responsibilities

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.
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.
Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue.
Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring 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.
Utilize AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
Use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
Use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
Actively seek out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.
Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis 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.
Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues.
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.