Customer Success Manager- Mulesoft Exp Mandatory

Salesforce; Hyderabad; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Salesforce, Inc. is seeking a driven Customer Success Manager to serve as the primary contact for high-profile accounts within Signature Success.

You will translate business needs into MuleSoft solutions and manage cross-functional collaboration with internal and external stakeholders. As part of the CSM team, you will monitor customer health, drive platform adoption, and coordinate Signature Success services while ensuring value delivery and customer renewals.

Qualifications

• 8+ years overall experience with 6+ years in enterprise-grade Java-based or integration/API management systems like Mulesoft.
• Strong knowledge of MuleSoft AnyPoint Platform and deployment models.
• Experience integrating with Enterprise SaaS solutions (Salesforce, Netsuite, Workday).

Responsibilities

• Develop and maintain relationships with customer business and IT partners to understand goals.
• Coordinate Signature Success services and provide proactive Salesforce feature guidance.
• Advocate for customers during triage and resolution of high-severity cases.
• Communicate value to stakeholders to drive renewals of Signature Success.
• Lead regular updates during infrastructure incidents and perform post-incident reviews.

Skills

Mulesoft

TIBCO

Boomi

Java

API Management

Cloud

Tools

MuleSoft Anypoint Platform

CI/CD

Job description

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

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we'`re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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.

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

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

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 organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

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