Customer Success Manager, MuleSoft

Salesforce; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager, Senior Manager, to drive strategic outcomes across complex multi-org signatures. You will partner with customer executives to align business and technical goals, oversee delivery of value, and integrate multiple Salesforce products into scalable success plans.

The role emphasizes ROI-driven engagement, program leadership, and mentoring teammates while navigating enterprise dynamics and governance.

Qualifications

• 5-6 years of experience in Customer Success or related strategic consulting fields.
• Exceptional communication and presentation skills with executive influence.
• Ability to handle objections and drive alignment across stakeholders.
• Experience with MuleSoft and Salesforce integrations.

Responsibilities

• Lead ROI-driven engagement and translate activities into measurable value for customers.
• Own Signature experience across complex, multi-org customers and align priorities.
• Mobilize resources and act as the central liaison for internal and external teams.
• Design and govern agentic workflows and AI governance for customer success.
• Mentor team members and develop internal subject matter expertise.

Skills

Communication

Presentation skills

Executive influence

Stakeholder management

Objection handling

Tools

MuleSoft Anypoint Platform

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

Role Description

The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers. This role acts as a primary strategic partner who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment. Ensuring the seamless delivery of all deliverables necessary to advance the customer’s core business goals. The Senior Manager is required to integrate multiple products or processes to create effective customer solutions.

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

Financial Services (FINS) – Partners with banks, insurance companies, wealth management firms, and fintech organizations to drive digital banking transformation, enhance customer experiences, ensure regulatory compliance, and maximize ROI on Salesforce investments.

This is an Individual Contributor position.

Your Impact

Strategic Accountability and Account Leadership

• ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.
• Complex Program Management: Effectively own the Signature experience across complex, multi-org customers. This involves organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans.
• Resource Mobilization: Act as the central resource for the team and the customer, connecting all the dots. This includes proactively taking ownership of customer needs and drawing expert resources into customer situations as needed.
• Engagement Charter: Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
• Business Value Integration: Align the Account Success team and internal stakeholders around the customer’s business and technical goals, ensuring value delivery through the Signature offer.
• Agentic Workflow Design: Design multi-step digital workflows where agents handle repetitive data‑intensive work, freeing the CSM for high‑stakes relationship building.
• ROI Segmentation (Human vs. AI): Determining which customer segments or tasks require high-touch human coverage vs. “always‑on” AI support.

Trusted Advisory and Executive Influence

• Advanced Stakeholder Management: Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport.
• Complex Navigation: Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results. Drive consensus with collaborators and influence key internal and external stakeholders to engage in the process.
• Business Insight: Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals. This includes adapting established solutions to solve complex customer problems.
• Customer Advocacy: Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser‑focused on customer success.
• Solution & Industry Expertise: Develop a strong working knowledge of Salesforce’s major solutions and a “sales pitch” understanding of the rest. Leverage industry insight to position customers for future success.
• Mentorship & Development: Demonstrate a growth mindset by pursuing challenging learning activities. Mentor team members to help accelerate their personal development and contribute subject matter expertise internally within Salesforce.

Domain Expertise and Risk Mitigation

• Risk Management: Act as the leader in identifying problems. Leverage the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high‑value renewals or Go‑Live dates are at risk.
• AI Governance & Guardrails: Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety‑by‑design principles.
• Root Cause Synthesis: Can use AI tools for account‑level pattern recognition and access automated RCA reports for specific scenarios.
• Root Cause Analysis: Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms.

Minimum Requirements

• Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.
• Ability to handle objections, navigate complicated discussions, and drive alignment. Must demonstrate persistence in the face of adversity and disappointment.
• Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.

Cloud/Platform Requirements:

• 5-6 years experience supporting customers using MuleSoft.
• Experience with deep MuleSoft Anypoint Platform expertise
• Strong understanding of how MuleSoft solves business problems:
• API‑led connectivity: Three‑layer architecture enabling reusability and agility
• Integration patterns: Real‑time sync, batch processing, event‑driven architectures
• API Management: Governance, security policies, rate limiting
• Deployment options: CloudHub vs Runtime Fabric - when to use each
• Knowledge of MuleSoft + Salesforce integration (Salesforce Connector, Composer, Data Cloud)
• Understanding of when to engage technical resources for complex integrations
• Understanding of integration patterns with enterprise systems (SAP, Oracle, Workday, ServiceNow)
• Familiarity with MuleSoft RPA capabilities
• Multiple MuleSoft certifications (Developer + Integration Architect Associate)

Note: this role is office-flexible, and the expectation is to be in‑office a minimum of three (3) days per week.

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