Customer Success Manager, Senior Manager - Core Clouds

Salesforce, Inc.; Texas; On-site; USD 140,000 - 190,000; Full time

Job summary

Salesforce, Inc. is seeking a Customer Success Senior Manager to drive strategic account leadership for their Signature customers. You will partner with IT and business leadership to ensure adoption, health, and value realization from Salesforce investments.

Expect to own ROI-based engagement, manage complex programs across multi-org customers, and mobilize internal resources to align with customer goals while mitigating risks and guiding governance around safety and AI best practices.

Qualifications

• 5–6 years of relevant experience in Customer Success or SaaS strategy consulting.
• Excellent communication and presentation skills with ability to influence at executive levels.
• Experience supporting customers using Sales Cloud and Service Cloud with related Salesforce certifications.

Responsibilities

• ROI-driven engagement: set goals, metrics and align cross-functional teams to deliver value.
• Complex program management across multi-org customers with integrated success plans.
• Resource mobilization: coordinate internal experts to meet customer needs.
• Advanced stakeholder management and executive relationship building.
• Apply business insight and Salesforce knowledge to advise customers and drive outcomes.
• Risk management and governance for high-stakes renewals/go-lives.

Skills

ROI-focused engagement

Executive stakeholder management

Strategic account leadership

Communication & presentation

SaaS customer success experience

Education

Sales Cloud Consultant Certification

Service Cloud Consultant Certification

Advanced Administrator Certification

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.

The Experience

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.

"Location availability varies by vertical. Please indicate your target vertical and location in your application."

Preferred experience in supporting customers in 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

What You'll Actually Be Doing

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. Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
• Complex Program Management: Effectively own the Signature experience across complex, multi-org customers, integrating customer priorities and timelines into comprehensive success plans.
• Resource Mobilization: Act as the central resource for the team and the customer, proactively taking ownership of customer needs and drawing expert resources into customer situations as needed. Align the Account Success team and internal stakeholders around the customer's business and technical goals.

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. Drive consensus 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. Amplify the voice of the customer with internal teams, and mentor team members.

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. Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms.
• AI Governance & Guardrails: Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles.

You’re Our Person If...

• 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.
• 5-6 years experience supporting customers using Sales Cloud and Service Cloud, with certifications in Sales Cloud Consultant, Service Cloud Consultant and Advanced Administrator.
• Knowledge of advanced features:Sales Cloud: Sales Engagement, High Velocity Features, Einstein AI (lead/opportunity scoring, forecasting)Service Cloud: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning, Einstein AI (case routing, chatbots, predictive service)

Even Better If...

• Additional Salesforce product certifications are a plus (AI Associate, Platform App Builder, Data 360 Specialist, Agentblazer, CPQ Specialist, Field Service Consultant, Slack).
• Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classi