Customer Success Manager - Core (Sales & Service) Clouds - TMT

salesforce.com, inc.; San Francisco (CA); On-site; USD 123,100 - 186,300; Full time

Benefits offered by this job

Time-off programs

Medical, dental, vision benefits

401(k)

Employee stock purchase program

Job summary

Salesforce, inc. in San Francisco is seeking a Customer Success Manager for the Technology, Media, and Telecommunications segment to serve as a trusted advisor and single point of accountability for our highest‑value customers.

You will own the Signature Success experience, drive adoption of Sales Cloud and Service Cloud, and build trusted relationships with executives and technical teams to align platforms with customer goals.

Qualifications

• 4–6+ years in Customer Success, Account Management, or a strategic customer-facing SaaS role.
• Proven experience managing large, complex enterprise accounts with multiple stakeholders.
• Skilled at facilitating business conversations, handling objections, and influencing stakeholders at all levels, including the C‑suite.
• Experience with adoption and renewal motions in a multi‑product environment.
• Hands-on experience supporting customers on Sales Cloud and Service Cloud, including core features such as opportunity management, forecasting, case management, and Omni-Channel routing.

Responsibilities

• Own the full Signature Success experience for your customers – from coordinating entitled deliverables to driving adoption of Sales Cloud and Service Cloud, ensuring measurable business outcomes throughout their lifecycle.
• Build and sustain trusted relationships with business and technical stakeholders, including executive sponsors, translating platform capabilities into strategies that align with each customer's goals and roadmap.
• Monitor platform health, track adoption metrics, and lead proactive reviews that surface release recommendations, flag risks, and protect customers during critical business moments like peak revenue periods.
• Use AI tools and agent‑based workflows to streamline success planning, health monitoring, and QBR preparation, and actively develop fluency in autonomous agent capabilities through ongoing learning.

Skills

Customer Success

Account Management

Stakeholder Management

Sales Cloud & Service Cloud

Executive Communication

Tools

Sales Cloud

Service Cloud

Omni-Channel Routing

Einstein AI (Sales/Service)

Job description

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.

Position Overview

We are seeking a Customer Success Manager for the Technology, Media, and Telecommunications segment to serve as a trusted advisor and single point of accountability for our highest‑value customers.

Responsibilities

• Own the full Signature Success experience for your customers – from coordinating entitled deliverables to driving adoption of Sales Cloud and Service Cloud, ensuring measurable business outcomes throughout their lifecycle.
• Build and sustain trusted relationships with business and technical stakeholders, including executive sponsors, translating platform capabilities into strategies that align with each customer's goals and roadmap.
• Monitor platform health, track adoption metrics, and lead proactive reviews that surface release recommendations, flag risks, and protect customers during critical business moments like peak revenue periods.
• Use AI tools and agent‑based workflows to streamline success planning, health monitoring, and QBR preparation, and actively develop fluency in autonomous agent capabilities through ongoing learning.

Qualifications

• 4–6+ years in Customer Success, Account Management, or a strategic customer‑facing SaaS role.
• Proven experience managing large, complex enterprise accounts with multiple stakeholders.
• Skilled at facilitating business conversations, handling objections, and influencing stakeholders at all levels, including the C‑suite.
• Experience with adoption and renewal motions in a multi‑product environment.
• Hands‑on experience supporting customers on Sales Cloud and Service Cloud, including core features such as opportunity management, forecasting, case management, and Omni‑Channel routing.

Even Better If…

• Hold Salesforce certifications such as Sales Cloud Consultant, Service Cloud Consultant, Administrator, or AI Associate.
• Experience with Einstein for Sales or Service features, including lead scoring, case classification, and article recommendations.
• Familiarity with how Sales Cloud integrates with marketing automation tools and how Service Cloud connects with telephony, chat, and self‑service portals.
• Experience working on digital transformation or cloud migration initiatives.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey, and also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.

Benefits & Compensation

Salesforce offers a variety of benefits to help you live well, including time‑off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. Compensation will be determined by location, job level, experience, and knowledge. For this role, the base salary range is $123,100 – $186,300 annually in most markets, with higher ranges in California and New York and select cities (Boston, Chicago, Seattle, Washington DC) where applicable. Incentives, equity, and benefits are additional and vary by location.