Customer Success Manager (Salesforce technical exp mandatory)

Salesforce; India; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Salesforce in India is seeking a versatile Customer Success Manager to join the team. You will act as an extension of the customer's workforce, guiding them to achieve a significant return on investment with Salesforce across onboarding through Signature contract renewal and expansion.

You will work closely with Product Management, Sales, Technical Support and Engineering to lead the customer relationship in a night-shift environment, using AI tools to support strategic reviews and renewal

Responsibilities

• Customer Success Advocacy: act as primary contact to guide business objectives
• Stakeholder Alignment: build relationships with key stakeholders across segments
• Strategic Guidance: assess goals and advise on health, performance, and objectives
• Business Value Delivery: nurture executive relationships and drive renewal and expansion
• Adoption Path & Enablement: contribute to adoption plans and enable customer through roadmap
• Technical Expertise Application: apply SF/tech knowledge to address concerns and align roadmaps
• Proactive Support & Enhancement: conduct quarterly reviews and provide release recommendations
• Internal Relationship Building: collaborate with Sales, Engineering, Product Management
• Evolution of Roles: adapt to Salesforce needs and evolving requirements
• AI-First Account Management: use Einstein health scoring for monitoring sentiment and adoption
• Agentforce & GenAI: build executive reviews and renewal narratives with human judgment

Tools

Salesforce

Job description

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.

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

We are currently looking for a versatile Customer Success Manager with expertise in Salesforce to join our team. In this role, you will act as an extension of our customer's workforce, offering guidance and advice to ensure they receive a significant return on investment with Salesforce.

As a CSM, you will be responsible for identifying and addressing both technical and business concerns and requests, aligning them with customer priorities, projects, and problems. You will bring senior-level expertise and will be responsible for coordinating all deliverables the customer is entitled to, including overseeing the day-to-day customer experience from onboarding through Signature contract renewal and expansion. As the main point of contact for the account's success, you will work closely with Product Management, Sales, Technical Support, and Engineering to lead the customer relationship.

Shift Timings:

Candidate should be comfortable working in 24*7 shifts (specifically Night shifts) and the below timings are subject to change basis the business need. (5.30/6.30 PM - 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 achieving 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 SF knowledge, community, and training resources, comprehensive adoption plans showcasing current and future states, enabling the customer through an underlying roadmap.
• Technical Expertise Application: Apply SF / 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.
• Operate with an AI First approach to account management, using Salesforce Einstein and AI-powered health scoring as the primary lens for monitoring customer sentiment, product adoption, and engagement across your book of business
• Use Agentforce and generative AI tools to build and personalize executive business reviews, success plans, renewal narratives, and strategic communications - with human judgment applied to tone, accuracy, and customer context
• Apply AI