Customer Success Manager- Core

Leadout Capital; São Paulo; Vor Ort; BRL 120.000 - 180.000; Vollzeit

Zusammenfassung

Leadout Capital is seeking a Customer Success Manager to act as the primary contact for high-profile Salesforce customers, ensuring alignment with business goals and optimizing platform value. You will translate customer needs into scalable solutions, maintain strong executive-level relationships, and coordinate across Sales, Engineering, and Product teams to drive renewals and expansion.

The role requires a 5+ year track record in customer success or SaaS, exceptional communication, and the

Qualifikationen

• Experienced professional with 5+ years in Technical Customer Success or SaaS leadership.
• Ability to communicate and influence at executive levels.
• Able to translate business needs into technical features and roadmaps.

Aufgaben

• Serve as primary contact for assigned customers and ensure alignment with business goals.
• Proactively manage risk, renewal, and expansion opportunities.
• Build and manage multi-disciplinary relationships across Sales, Engineering, and Product teams.
• Provide proactive guidance on Salesforce features and platform adoption.
• Lead quarterly reviews and tailor release recommendations for stability and value.

Kenntnisse

Customer Success

SaaS

Executive Communication

Project Leadership

Technical Translation

Stakeholder Management

Ausbildung

Bachelor's degree or equivalent experience

Jobbeschreibung

Job Description

The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce’s largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.

As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.

As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents. The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.

The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.

Your Impact

• Function as the Core Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.
• Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the Salesforce Marketing platform by:
• Coordinating the completion of the Signature Success catalog of services as required for your customer
• Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer
• Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation
• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
• Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
• The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer’s need.
• Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

Minimum Skills:

• Experienced professional with 5+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Coordinate and work closely with high volume events and/or key events for the customer.
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Preferred Requirements:

• +2 years in Salesforce Ecosystem.
• Salesforce product certifications are a plus
• Knowledge of Salesforce Core Cloud features and applications and able to articulate the value and how a Customer can benefit from Signature Success
• Knowledge of Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem.
• Degree or equivalent experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience