Customer Success Manager - Core Clouds

Salesforce, Inc.; New York (NY); On-site; CAD 90,000 - 130,000; Full time

Job summary

Salesforce, Inc. is seeking a Customer Success Manager to ensure high-value customers achieve a significant return on their investment with the Signature Success Plan. You will act as a trusted advisor, aligning business value with technical goals and guiding customers through adoption and renewal.

Ideal candidates have 3+ years in Customer Success or SaaS with experience in Sales Cloud and Service Cloud, plus strong consulting, communication, and stakeholder management skills.

Qualifications

• 3+ years of relevant industry expertise in Customer Success.
• Strong consulting and communication skills with ability to translate technical concepts into business terms.

Responsibilities

• Serve as the single point of customer accountability for Signature deliverables, overall experience, renewal and expansion.

Skills

Consulting skills

Communication

C-level influence

Tools

Sales Cloud

Service Cloud

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.

The Experience

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer's workforce and a trusted advisor, identifying and addressing both technical and business concerns and aligning them strategically with customer priorities, projects, and problems.

We are looking for candidates who have experience supporting customers in one or more of the following industries:

• Financial Services (FINS) - Works with banking, insurance, wealth management, and other financial services organizations to support digital transformation, regulatory compliance, and improved customer and member outcomes through the Salesforce platform. Direct experience with Financial Services Cloud is preferred. Location: NY Metro preferred
• Health & Life Sciences (HLS) - Collaborates with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform (Direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred).
• Technology Media Telecommunication (TMT) - Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (Direct experience with Media Cloud strongly preferred).

What You'll Actually Be Doing

Customer Accountability and Value Alignment

Serve as the single point of customer accountability for all Signature deliverables, the overall customer experience, and renewal and expansion, overseeing the experience throughout the Signature lifecycle.

Align with and manage Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.

Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing, and share best practices for sales and service process optimization, data quality, and customer experience.

Strategic Advisory and Stakeholder Management

Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams, tracking usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores) and conducting quarterly reviews of feature usage.

Develop strong relationships at key stakeholder levels, including executive-level relationships within customer IT and business leadership, acting as a trusted advisor by understanding the customer's business model and applying proven solutions to their problems.

Technical Health, Adoption, and Risk Management

Use AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring, and use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.

Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.

Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops), and escale complex automation, data model, routing, or integration questions to technical resources.

You're Our Person If...

• Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations, with excellent communication skills to translate technical concepts into business terms.
• 3-4 years experience supporting customers using Sales Cloud and Service Cloud, with working knowledge of core features: Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecastin