Customer Success Manager, MuleSoft

Salesforce; Chicago (IL); On-site; USD 150,100 - 227,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid parental leave

401(k) plan

Employee stock purchasing program

Job summary

Salesforce is seeking a Senior Customer Success Manager in Chicago to drive strategic business impact for multi-organization customers. This role requires exceptional communication, strong stakeholder relationships, and a focus on the customer's business goals.

With 5-6 years of experience required, candidates should have expertise in Salesforce and MuleSoft alongside strong program management skills. Benefits include medical, dental, vision, and competitive salary between $150,100 - $227,000 annually.

Qualifications

• 5-6 years in Customer Success or SaaS related fields.
• Exceptional communication and presentation skills.
• Ability to influence at all company levels.

Responsibilities

• Drive quantifiable business impact across complex customers.
• Engage clients based on calculated ROI.
• Craft engagement charters with specified goals.

Skills

Excellent communication

Stakeholder management

Complex program management

Salesforce knowledge

MuleSoft expertise

Education

Bachelor's degree or equivalent

Tools

MuleSoft

Salesforce

Job description

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.

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.

Benefits

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.

In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. The typical base salary range for this position is $150,100 - $227,000 annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $180,200 - $247,900 per year. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this 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. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. 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. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.

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