Education Customer Success Leader – Higher Ed

salesforce.com, inc.; Chicago (IL); On-site; USD 123,000 - 186,000; Full time

Job summary

Salesforce is seeking a seasoned Customer Success Manager (CSM) for the Education Portfolio to ensure high-value university customers realize maximum value from the Signature Success Plan. You will be a trusted advisor, coordinating services, guiding feature adoption, and aligning technical and business needs with customer priorities.

You will act as the primary contact for major incidents, manage expectations during resolutions, and collaborate across internal teams to deliver a unified

Qualifications

• 8+ years of work experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, or Architecture.
• Exceptional communication and presentation skills with ability to influence at all levels, including C-level.
• Translate technical concepts into business terms and map business requirements to technical features.
• Explain complex technical concepts in business terms to customers and then to internal partners.
• Knowledge of software development processes and design methodologies.
• Experience leading cross-functional teams to resolve customer needs or projects.

Responsibilities

• Serve as the single point of customer accountability for Signature deliverables, experience, renewal, and expansion.
• Cultivate stakeholder relationships with IT and business leadership in customer organizations that purchased Signature.
• Provide guidance on adoption of Salesforce features and equitable value from Signature Success.
• Act as an advisor during adoption of new features and annual release schedules; identify risks and challenges.
• Partner across internal and external teams to deliver a unified Signature experience.
• Occasional travel to customer sites and after-hours coverage may be required.

Skills

8+ years experience

Executive communication

Business-technical translation

Software development knowledge

Cross-functional leadership

Job description

Salesforce is seeking a seasoned Customer Success Manager (CSM) for the Education Portfolio to ensure high-value university customers realize maximum value from the Signature Success Plan. You will be a trusted advisor, coordinating services, guiding feature adoption, and aligning technical and business needs with customer priorities.

You will act as the primary contact for major incidents, manage expectations during resolutions, and collaborate across internal teams to deliver a unified