Enterprise Customer Success Manager

ActivePrime, Inc.; Northern (KY); A distancia; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Silicon Valley AI Startup is seeking an Enterprise Customer Success Manager to own and grow strategic relationships with our largest Salesforce customers. You will guide onboarding, adoption, and value realization, partnering with Sales and Support to ensure success across the lifecycle and to keep data clean and AI-ready.

You will translate complex technical concepts for both technical and non-technical stakeholders, manage risk, run regular business reviews, and look for expansion

Formación

• 5+ years in Customer Success or related client-facing SaaS roles.
• Experience with Salesforce environments and multi-stakeholder accounts.
• Ability to drive adoption, reduce churn, and demonstrate measurable outcomes.
• Strong written and verbal communication for executive audiences.
• Experience with data quality and issue resolution in collaboration with teams.
• Ability to translate technical concepts for non-technical stakeholders.

Responsabilidades

• Serve as the primary contact and strategic advisor for enterprise accounts.
• Develop and execute tailored Customer Success Plans aligned to customer objectives.
• Build relationships across stakeholders from admins to executives.
• Identify and mitigate retention and adoption risks; manage escalations.
• Conduct regular QBRs to demonstrate value and align on goals.
• Translate technical concepts into actionable guidance for all stakeholders.
• Advocate for customers internally and coordinate issue resolution with Support.
• Monitor utilization and drive adoption of key features and use cases.
• Identify expansion opportunities and communicate to Sales.
• Maintain knowledge of product releases to maximize customer value.

Conocimientos

Customer Success

Technical Account Mgmt

Sales Operations

Data Quality

Salesforce Fundamentals

Stakeholder Management

Herramientas

Salesforce

Descripción del empleo

We are a dynamic, remote-first company building cutting-edge data cleaning SaaS applications for CRM data. We focus on Salesforce but remain fundamentally CRM and data agnostic, serving customers world wide.

The Role

Silicon Valley AI Startup is looking for an Enterprise Customer Success Manager to own and grow strategic relationships with our largest customers. In this role, you'll serve as a trusted advisor to enterprise Salesforce environments, guiding customers through onboarding, adoption, and long-term value realization of our platform. You'll partner closely with Sales and Customer Support to ensure customers are set up for success across every stage of the lifecycle, and that their Salesforce data is clean and AI-ready.

What You'll Do

Serve as the primary point of contact and strategic advisor for a portfolio of enterprise accounts, owning the full post-sale customer lifecycle.

Develop and execute tailored Customer Success Plans aligned to each customer's business objectives, Salesforce environment, and data quality maturity.

Build and maintain deep relationships across stakeholder levels — from Salesforce Administrators to Sales Operations leaders to executive sponsors.

Proactively identify and mitigate risks to retention, adoption, and customer health, escalating complex or politically sensitive issues with confidence and professionalism.

Conduct regular success planning and business reviews (QBRs) to demonstrate value, track KPIs, and align on goals and priorities.

Translate complex technical concepts into clear, actionable guidance for both technical and non-technical stakeholders.

Act as the customer's internal advocate by investigating reported issues, coordinating ticket submission with Customer Support, and keeping customers informed through to resolution.

Monitor product utilization and customer health signals, proactively driving adoption across key features and use cases.

Identify and bring to the attention of sales any expansion opportunities

Maintain deep product knowledge across the platform, staying ahead of releases and new capabilities to help customers maximize value.

What You Bring

Required

5+ years of experience in Customer Success, Technical Account Management, or a related customer-facing role within a SaaS environment.

5+ years of experience as a System Integrator working directly within customer Salesforce environments, ideally, in a customer-facing capacity with Salesforce Admins, RevOps, or Sales Operations teams.

Strong working knowledge of Salesforce fundamentals: objects, fields, profiles, permission sets, flows, data management, and release management.

Demonstrated ability to manage complex, multi-stakeholder enterprise accounts with competing priorities and high visibility.

Proven track record of driving adoption, reducing churn, and delivering measurable customer outcomes.

Experience troubleshooting data quality, integration, or system configuration issues in collaboration with technical support or engineering teams.

Excellent written and verbal communication skills in English, with the ability to present confidently to executive audiences and translate technical concepts for non-technical stakeholders. Must be able to make customer-facing videos.

Highly organized, detail-oriented, and skilled at managing multiple priorities in a fast-paced environment.

Nice to Have

Salesforce Administrator or related Trailblazer badges

Experience with data quality

Questions

As a system integrator, describe your experience implementing Salesforce. Walk us through a few of your challenging implementations. What was involved? Include company sizes, industry, which clouds or modules were involved.

Describe your experience troubleshooting data quality issues within Salesforce. Give us specific examples, such as merge errors, configuration conflicts, inconsistent data standardization, or duplicate records, and how you resolved them. Did you use any tools, and if so, please elaborate which ones.

Describe a specific customer you onboarded from post-sale handoff through to renewal. What was the onboarding process, how did you measure success along the way, and what did you do to keep stakeholders engaged when momentum slowed?

Tell us about a time you identified a customer at risk of churning before they told you they were unhappy. What signals tipped you off? What did you do, and what was the outcome?

Tell us about a time you had to explain a technical issue or product limitation to a non-technical stakeholder. How did you frame it and maintain their confidence? Optionally, please provide the talk track using a short video of approximately 1 minute.

We're looking for answers grounded in your personal experience. We will prioritize candidates whose responses reflect real situations over generic or AI-generated answers.

Location Remote — Americas/western hemisphere timezone required (US business hours overlap) | Level: Mid to Senior

Work Type

Work TYPE should be 30-40 hrs/wk-Contract/Freelance