Customer Success Manager - Core (Sales & Service) Clouds

Salesforce; Indiana; On-site; USD 90,000 - 150,000; Full time

Job summary

Salesforce, Inc. is seeking a Customer Success Manager (CSM) to ensure high-value customers achieve a significant ROI with Signature.

This independent contributor role requires coordinating deliverables, guiding strategic success plans, and partnering with Sales, Engineering, and Product Management to maximize platform value. The ideal candidate will manage executive relationships, drive adoption of Salesforce features, and proactively monitor customer health metrics to inform quarterly reviews

Qualifications

• Experience supporting customers in one or more of the following industries: Financial Services (FINS), Health & Life Sciences (HLS), Technology Media Telecommunication (TMT).
• Strong relationship-building with business and technical stakeholders.

Responsibilities

• Serve as the single point of customer accountability for delivery of all Signature deliverables, overall customer experience, and renewal/expansion.
• Coordinate all deliverables across the Signature lifecycle and align platform features with customer priorities to increase throughput.
• Develop and maintain executive-level relationships within customer IT and business leadership; act as a trusted advisor.
• Drive adoption of Sales and Service Cloud features and monitor usage metrics to guide health reviews and release recommendations.

Tools

Journey Builder

Commerce Promotions

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, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, 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).

This is an Individual Contributor position.

What You'll Actually Be Doing

Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion; coordinate all deliverables the customer is entitled to across the Signature lifecycle; apply the correct processes to address customer needs; identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput. Align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer; develop and maintain strong relationships at key stakeholder levels, including executive-level relationships within customer IT and business leadership; act as a trusted advisor by gaining trust through mutual goals, understanding the customer's business model, and applying proven solutions; solidify partnership commitments, drive innovation aligned with customers' business challenges, and identify major political barriers to customer success; partner with Sales, Engineering, Product Management, and more experienced team members to solve complex problems and develop strategic success plans. Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing; share best practices for sales and service process optimization, data quality, and customer experience; drive adoption of Sales and Service Cloud features (and tools like Journey Builder or Commerce Promotions); track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores); 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 elevate complex automation, data model, routing, or integration questions to technical resources. Use AI to work effectively: automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring; use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans; use AI-driven sentiment and intent a