Customer Success Manager (Salesforce technical exp mandatory)

Salesforce; Bengaluru; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager based in Bengaluru, India, with night shift availability (5:30/6:30 PM–2:30/3:30 AM IST). You will act as the primary contact, guiding customers to business outcomes using Salesforce capabilities while maintaining strong executive relationships.

You will collaborate with Sales, Engineering, and Product teams to drive adoption, optimize performance, and deliver ongoing value across diverse market segments.

Qualifications

• 8+ years in Customer Success, SaaS, or related field.
• Strong Salesforce product knowledge and enterprise features.
• Excellent communication and stakeholder management skills.
• Experience with databases, SQL, Windows/Linux Server, and security infra.

Responsibilities

• Act as primary contact and guide customers to objectives.
• Align with stakeholders across market segments and solutions.
• Provide strategic guidance for ecosystem health and performance.
• Develop executive relationships within customer IT and leadership.
• Create adoption plans and enablement resources for customers.
• Apply Salesforce knowledge to address technical concerns and roadmaps.
• Conduct quarterly reviews and propose release improvements.
• Collaborate with Sales, Engineering, and Product to drive value.

Skills

Salesforce knowledge

Stakeholder management

Communication

Technical understanding (SQL)

Onsite collaboration

Tools

Salesforce Lightning

Apex

Job description

Job Category: Customer Success

Job Details

Position Overview

Customer Success Manager

Shift Timings: Candidate should be comfortable working in 24*7 shifts (specifically Night shifts) — from 5:30/6:30 PM to 2:30/3:30 AM IST.

Responsibilities

• Customer Success Advocacy: Act as the primary point of contact, leveraging deep industry, product, and technical knowledge to guide them to achieve business objectives.
• Stakeholder Alignment: Develop and nurture strong relationships at key stakeholder levels, aligning with customer needs across various market segments, sizes, and solution complexities.
• Strategic Guidance: Assess customer goals and capabilities, offer recommendations for ecosystem health, performance optimization, and to achieve business and technology objectives.
• Business Value Delivery: Cultivate executive-level relationships within customer IT and business leadership, solidifying partnership commitments and driving innovation aligned with customers' business challenges and growth potential.
• Adoption Path & Enablement: Contribute to Salesforce knowledge, community, and training resources, comprehensive adoption plans showcasing current and future states, enabling the customer through an underlying roadmap.
• Technical Expertise Application: Apply Salesforce / tech product knowledge to address technical concerns, ensure acceptable resolutions, and align platform features with customer priorities and roadmaps.
• 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.
• Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

Required Skills

• Familiarity with Salesforce product and platform features, governance principles, methodologies, and enterprise architecture.
• Excellent communication skills to articulate technical issues to diverse audiences.
• Ability to prioritize customer needs, take ownership, and drive resolutions.
• Experience with databases, SQL, Windows/Linux Server, and security infrastructure. Strong technical skills or the ability to acquire in-depth knowledge.
• Detail-oriented diligence; nothing gets overlooked.
• This position will require you to work from your local Salesforce office 3 days a week.

Preferred Skills

• Experienced professional with 8+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture.
• Demonstrated expertise in Salesforce Technical areas such as Lightning, Apex, Customization, Implementation, Product knowledge, Major releases of Salesforce, and various Clouds. Strong consulting skills and validated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Current roles such as Salesforce Technical Architect, Salesforce Solution Architect, Salesforce Business Analyst, Salesforce Functional Consultant, Salesforce Technical Lead, Salesforce Technical Account Manager, Salesforce Team Lead, or Salesforce Senior Technical Consultant — with a strong ability to manage customer relationships — are encouraged to apply for this position.

Accommodations

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Posting Statement

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