Enterprise Customer Success Manager - AI-Driven SaaS

salesforce.com, inc.; San Francisco (CA); On-site; USD 123,100 - 186,300; Full time

Benefits offered by this job

Time-off programs

Medical, dental, vision benefits

401(k)

Employee stock purchase program

Job summary

Salesforce, inc. in San Francisco is seeking a Customer Success Manager for the Technology, Media, and Telecommunications segment to serve as a trusted advisor and single point of accountability for our highest‑value customers.

You will own the Signature Success experience, drive adoption of Sales Cloud and Service Cloud, and build trusted relationships with executives and technical teams to align platforms with customer goals.

Qualifications

• 4–6+ years in Customer Success, Account Management, or a strategic customer-facing SaaS role.
• Proven experience managing large, complex enterprise accounts with multiple stakeholders.
• Skilled at facilitating business conversations, handling objections, and influencing stakeholders at all levels, including the C‑suite.
• Experience with adoption and renewal motions in a multi‑product environment.
• Hands-on experience supporting customers on Sales Cloud and Service Cloud, including core features such as opportunity management, forecasting, case management, and Omni-Channel routing.

Responsibilities

• Own the full Signature Success experience for your customers – from coordinating entitled deliverables to driving adoption of Sales Cloud and Service Cloud, ensuring measurable business outcomes throughout their lifecycle.
• Build and sustain trusted relationships with business and technical stakeholders, including executive sponsors, translating platform capabilities into strategies that align with each customer's goals and roadmap.
• Monitor platform health, track adoption metrics, and lead proactive reviews that surface release recommendations, flag risks, and protect customers during critical business moments like peak revenue periods.
• Use AI tools and agent‑based workflows to streamline success planning, health monitoring, and QBR preparation, and actively develop fluency in autonomous agent capabilities through ongoing learning.

Skills

Customer Success

Account Management

Stakeholder Management

Sales Cloud & Service Cloud

Executive Communication

Tools

Sales Cloud

Service Cloud

Omni-Channel Routing

Einstein AI (Sales/Service)

Job description

Salesforce, inc. in San Francisco is seeking a Customer Success Manager for the Technology, Media, and Telecommunications segment to serve as a trusted advisor and single point of accountability for our highest‑value customers.

You will own the Signature Success experience, drive adoption of Sales Cloud and Service Cloud, and build trusted relationships with executives and technical teams to align platforms with customer goals.