AI-Powered CSM: Driving Value & Renewals

Salesforce, Inc.; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

Salesforce, Inc. is seeking a Customer Success Manager (CSM) to ensure high-value customers with the Signature Success Plan achieve substantial ROI from our platform.

The role acts as an extension of the customer’s workforce, advising on technical and business concerns and aligning projects with priorities. The CSM will manage executive-level relationships, drive adoption of Sales and Service Cloud, and coordinate with Sales, Engineering, and Product Management to deliver value and address

Qualifications

• 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
• 3-4 years experience with deep Salesforce Service Cloud expertise, including advanced features: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning.
• Industry-relevant expertise, with a growth mindset: actively seeks learning activities, approaches obstacles as growth opportunities, and seeks experienced mentors.

Responsibilities

• Serve as the single point of customer accountability for all Signature deliverables, the overall customer experience, and renewal and expansion, aligning business and technical stakeholders to the Signature offer and prioritizing and planning work to deliver value.
• Act as a trusted advisor and build strong relationships, including at the executive level in customer IT and business leadership, while driving adoption of Sales and Service Cloud, running enablement sessions and sharing best practices for sales and service processes, data quality, and customer experience.
• Track usage metrics, conduct quarterly feature-usage reviews, and identify underutilized entitlements, trends, and tailored release recommendations to ensure stability, performance, and alignment with customer priorities.
• Use AI agents and prompt engineering to automate routine tasks, draft success plans, and flag early customer concerns, serve as the primary interface for major incidents, partner with Sales, Engineering and Product Management, and escalations complex technical questions to technical resources.

Skills

Customer Success

Executive-level engagement

Communication

Consulting

Salesforce Service Cloud

AI in service

Tools

Salesforce Service Cloud

Omni-Channel

Service Cloud Voice

Digital Engagement

Field Service Lightning

Job description

Salesforce, Inc. is seeking a Customer Success Manager (CSM) to ensure high-value customers with the Signature Success Plan achieve substantial ROI from our platform.

The role acts as an extension of the customer’s workforce, advising on technical and business concerns and aligning projects with priorities. The CSM will manage executive-level relationships, drive adoption of Sales and Service Cloud, and coordinate with Sales, Engineering, and Product Management to deliver value and address