Customer Success Manager, Senior Manager - Core Clouds

Description The Experience

The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers. This role acts as a primary strategic partner who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment.

“Location availability varies by vertical. Please indicate your target vertical and location in your application.”

Preferred experience in supporting customers in the following industries:

• Financial Services (FINS) – Works with banking, insurance, wealth management, and other financial services organizations to support digital transformation, regulatory compliance, and improved customer and member outcomes through the Salesforce platform. Direct experience with Financial Services Cloud is preferred. Location: NY Metro preferred

What You'll Actually Be Doing

Strategic Accountability and Account Leadership

• ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer. Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
• Complex Program Management: Effectively own the Signature experience across complex, multi-org customers, integrating customer priorities and timelines into comprehensive success plans.
• Resource Mobilization: Act as the central resource for the team and the customer, proactively taking ownership of customer needs and drawing expert resources into customer situations as needed. Align the Account Success team and internal stakeholders around the customer’s business and technical goals.

Trusted Advisory and Executive Influence

• Advanced Stakeholder Management: Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals. Drive consensus and influence key internal and external stakeholders to engage in the process.
• Business Insight: Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals. Amplify the voice of the customer with internal teams, and mentor team members.

Domain Expertise and Risk Mitigation

• Risk Management: Act as the leader in identifying problems. Leverage the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk. Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms.
• AI Governance & Guardrails: Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles.

You're Our Person If...

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

Even Better If...

• Additional Salesforce product certifications are a plus (AI Associate, Platform App Builder, Data 360 Specialist, Agentblazer, CPQ Specialist, Field Service Consultant, Slack).
• Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions).
• Strong understanding of Sales Cloud (sales effectiveness, revenue operations strategy, territory management, collaborative forecasting, pipeline inspection tools) and Service Cloud (customer service transformation, contact center operations, telephony integrations, IVR systems, workforce management tools), with experience supporting enterprise sales organizations and complex sales processes.
• Understanding of sales (MEDDIC, Challenger, Solution Selling) and service (ITIL, customer success frameworks) methodologies, and knowledge of Agentforce SDR & Service Agent and AI-powered selling/service capabilities.

Note: This role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.