Senior Customer Success Manager, Sales/Service Clouds

Salesforce; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading CRM company in the Greater London area is seeking a Customer Success Manager to enhance customer relations and ensure maximum value from their Salesforce investment. The ideal candidate will have over 8 years of experience in technical customer success and excellent communication skills. Responsibilities include serving as the main point for customer communication, orchestrating deliverables, and proactively addressing client needs. The position involves 3 days a week in the London office, providing a balanced work environment.

Benefits

Flexible work schedule

Inclusive recruitment process

Professional development support

Qualifications

• 8+ years of relevant industry expertise in Technology Consulting or Technical leadership.
• Ability to communicate effectively at all organizational levels.
• Experience leading cross-functional teams to resolve customer needs.

Responsibilities

• Serve as the point of accountability for customer deliverables.
• Cultivate stakeholder relationships with customer leadership.
• Communicate the value of Signature Success to customers.
• Act as advocate for customers during high-severity case resolutions.

Skills

Exceptional English communication

Technical Customer Success experience

Ability to analyze technical concepts

Knowledge of software development

Skills in project leadership

Education

Degree or equivalent experience

Tools

Salesforce platforms

Job description

Job Category

Customer Success

Job Details

About Salesforce

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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 encourage adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimisation 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

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, 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 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
• Communicating 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 8+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• Exceptional English 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 analysing technical concepts, translating them into business terms, and 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.
• Knowledge of software development process and design methodologies.
• Experience leading efforts of cross‑functional teams to facilitate the resolution or disposition of customer needs or projects.

Preferred Requirements

• +2 years in the Salesforce Ecosystem.
• Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant).
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
• Degree or equivalent experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviours in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Please note: This position requires the flexibility to travel to the London office 3 days a week.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organisations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

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Posting Statement

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