Customer Success Manager, Senior Manager

Salesforce; São Paulo; On-site; BRL 120,000 - 160,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager (CSM) to serve as the primary contact for our largest customers within Signature Success. You will maintain strong relationships, translate business goals into platform optimizations, and coordinate with internal teams to maximize the value of Salesforce for your clients.

As an advisor, you will guide customers through feature adoption, manage incidents when they occur, and lead proactive reviews to ensure ongoing success and renewals.

Qualifications

• 5+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use or project leadership.
• Excellent communication and presentation skills with ability to influence at executive levels.
• Ability to translate business needs to technical features and guidance.

Responsibilities

• Serve as primary contact for assigned key accounts and ensure realization of maximum value from Salesforce.
• Coordinate with Sales, Engineering, and Product Management to drive customer success and renewals.
• Lead quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability and feature adoption.
• Act as advocate for customers during triage and resolution of high-severity issues.

Skills

Technical Customer Success

Customer Success Manager

SaaS

Project leadership

Technology Consulting

Education

Degree or equivalent experience

Tools

Salesforce

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

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 experienc

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Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in your Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.