Customer Success Manager - Core Clouds

Momentum; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Office-flexible schedule

Job summary

Leadout Capital is seeking a Customer Success Manager to ensure high-value customers achieve measurable ROI with our Signature platform, acting as an extension of their team and aligning business priorities with project outcomes. You will own the customer experience from onboarding to renewal, addressing both technical and business concerns.

The role drives adoption of Sales Cloud and Service Cloud, builds trusted executive relationships, and guides strategic decisions across Financial Services,

Qualifications

• 3+ years of experience in Customer Success or SaaS roles.
• Strong ability to translate technical concepts for business teams.
• Experience with Sales Cloud and Service Cloud workflows.
• Excellent communication and stakeholder management.

Responsibilities

• Serve as single point of accountability for Signature deliverables and renewals across lifecycle.
• Align with Business and Technical Stakeholders to balance value and goals.
• Drive adoption of Sales and Service Cloud, track usage, and conduct quarterly reviews.

Skills

Customer Success

Sales Cloud

SaaS

Consulting

C-level communication

Executive relationships

Education

Sales Cloud Consultant

Service Cloud Consultant

Salesforce AI certifications

Tools

Sales Cloud

Service Cloud

Salesforce Platform

Job description

The Experience

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, identifying and addressing both technical and business concerns and aligning them strategically with customer priorities, projects, and problems.

We are looking for candidates who have experience supporting customers in one or more of 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
• Health & Life Sciences (HLS) – Collaborates with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform (Direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred).
• Technology Media Telecommunication (TMT) – Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (Direct experience with Media Cloud strongly preferred).

What You'll Actually Be Doing

Customer Accountability and Value Alignment

• Serve as the single point of customer accountability for all Signature deliverables, the overall customer experience, and renewal and expansion, overseeing the experience throughout the Signature lifecycle.
• Align with and manage Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing, and share best practices for sales and service process optimization, data quality, and customer experience.

Strategic Advisory and Stakeholder Management

• Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams, tracking usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores) and conducting quarterly reviews of feature usage.
• Develop strong relationships at key stakeholder levels, including executive-level relationships within customer IT and business leadership, acting as a trusted advisor by understanding the customer’s business model and applying proven solutions to their problems.

Technical Health, Adoption, and Risk Management

• Use AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring, and use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops), and elevate complex automation, data model, routing, or integration questions to technical resources.

You're Our Person If...

• Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations, with excellent communication skills to translate technical concepts into business terms.
• 3-4 years experience supporting customers using Sales Cloud and Service Cloud, with working knowledge of core features: Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & DashboardsService Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing
• Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes, and familiarity with Sales Cloud automation (workflows, process builder, flows) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros).

Even Better If...

• Sales Cloud Consultant and Service Cloud Consultant certifications, plus additional Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).
• Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions).
• Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self-service portals.

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