Senior AI-Driven Customer Success Manager — Enterprise SaaS

Salesforce

Austin (TX)

Hybrid

USD 123,000 - 186,000

Full time

2 days ago

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Job summary

Salesforce is seeking a seasoned Customer Success Manager (CSM) to serve as a trusted advisor for enterprise customers, driving adoption of Signature Success and maximizing the value of Salesforce investments. You will lead cross-functional teams, manage critical incidents, and coordinate delivery of a catalog of services across large organizations.

This role is office-flexible, requiring in-office presence 3 days per week, with occasional travel for customer sites and after-hours support as

Qualifications

8+ years work experience in Technical Customer Success, SaaS, or technology leadership.
Exceptional communication and presentation skills with ability to influence at all levels including executives.
Able to translate technical concepts into business terms and map requirements to features.
Experience leading cross-functional teams to resolve customer needs or projects.
Minimum of 2 years of experience with Salesforce Commerce Cloud.

Responsibilities

Serve as the single point of accountability for Signature deliverables, experience, renewal, and expansion.
Cultivate relationships with customer IT and business leadership and with account teams.
Help customers achieve business goals on Salesforce by coordinating Signature services and providing proactive guidance.
Advise customers on adopting new features from Salesforce releases and managing potential risks.
Communicate value of Signature Success and ensure teams understand it to support renewals.
Advocate for customers during triage and resolution of high-severity incidents; travel may be required.