Customer Success Manager- Mulesoft exp mandatory

Leadout Capital; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager to act as the primary contact for our largest customers, driving success through deep understanding of business goals and technical health. You will partner with account teams, translate customer needs into practical solutions, and guide best-practice adoption of Salesforce and Mulesoft offerings.

The role emphasizes proactive relationship management, cross-functional collaboration, and leadership during critical incidents, with an AMER shift

Qualifications

• 8+ years in customer success or enterprise account management.
• Strong knowledge of Mulesoft or API platforms.
• Experience with AI-driven health scoring and analytics.
• Proven ability to translate business needs into technical outcomes.

Responsibilities

• Manage top customer relationships and align goals with business outcomes.
• Coordinate and ensure delivery of Signature Success services for customers.
• Communicate value and ensure renewals for Signature Success.
• Lead incident communications during outages and coordinate with internal teams.

Skills

Account management

Customer success

Stakeholder management

Communication

AI insights

Tools

Mulesoft

TIBCO

Boomi

Salesforce

Gainsight

Totango

Catalyst

Job description

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes, and one of Fortune’s 100 Best Companies to Work six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who flourish with delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!

Job Details

The CSM team within Signature Success is looking for a driven and customer-focused Customer Success Manager 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, value drivers and being proactive.

As a trusted advisor, CSM will build a track record in customer success through excellent communication with stakeholders and comprehensive knowledge of the Mulesoft 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 Mulesoft implementation, share best practices, 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 mission-critical peak events.

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

Responsibilities

• Develop and maintain relationships with key customer business and IT partners to understand their top business goals and priorities, act as an internal authority on your customer's key value drivers and needs, and act as an internal point of contact on your customer to internal stakeholders.
• 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 Mulesoft releases and identifying potential challenges and risks to your customer's implementation
  • reinforcing to your customer the value in the implementation of technical recommendations for improvement based on Architectural guidance
• Communicate the value of Signature Success. Be accountable for ensuring all stakeholders understand this value so that customers continue to renew Signature Success.
• During infrastructure service degradations or disruptions that occur during normal business hours, provide regular updates and communications to key customer contacts. Partner with internal teams like Signature Support delivery and the Critical Incident Center for after-hours coordination. Following infrastructure incidents that impact customers, track the internal root cause analysis efforts to provide the customer a description of the cause and future prevention actions.
• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
• Leverage AI-powered health scoring and account analytics to proactively monitor customer sentiment, product adoption, and engagement across your book of business, prioritizing outreach based on data-driven signals.
• Use generative AI tools to prepare and personalize customer-facing content including business reviews, success plans, renewal narratives, and executive communications tailored to each account's goals and outcomes.
• Apply AI-assisted insights to identify expansion and upsell opportunities, adoption gaps, and churn risk indicators, taking timely and targeted action to protect and grow revenue.
• Use AI tools to streamline meeting preparation, call summarization, and follow-up documentation, ensuring consistent and efficient engagement across all customer touchpoints.

Technical requirement

Expertise in Mulesoft or TIBCO OR Boomi is required

Overall 8+ years with 6+ years of experience building or supporting enterprise-grade Java-based or Integration or API Management systems such as Mulesoft involving cloud providers

• Solid understanding of MuleSoft AnyPoint Platform and various deployment models
• Deep knowledge of Internet technologies and protocols such as TLS, HTTP , REST, Webservices, firewalls, web servers, proxy servers
• Experience in Connectivity with Enterprise SaaS solutions such as Salesforce, Netsuite, Workday etc
• Experience in implementation of CICD and non functional requirements such as audit, logging, security and monitoring

• Experience managing a portfolio of accounts using AI-augmented workflows, including familiarity with AI features within platforms like Gainsight, Salesforce, Totango, or Catalyst
• Ability to interpret AI-generated account insights and health signals with sound judgment, translating outputs into meaningful customer conversations and action plans
• Proficiency using generative AI tools to draft, personalize, and refine customer-facing communications, with a strong eye for quality, accuracy, and tone
• Comfort adopting and iterating on AI-assisted workflows as toolsets evolve, with a proactive mindset toward identifying where AI can improve customer outcomes and efficiency

Note: This role involves AMER shift alignment (6:30 PM - 3:30 AM).