Senior Customer Success Leader – AI-Driven Advisory

salesforce.com, inc.; Denver (CO); Hybrid; USD 150,000 - 227,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager, Senior Manager (CSM) to ensure high-value Signature Success Plan customers achieve strong ROI with our platform. This role acts as an extension of the customer's workforce, guiding business and technical concerns and aligning them with customer priorities.

You will drive adoption of Sales and Service Cloud features, manage executive-level relationships, and lead quarterly reviews to ensure renewal, value, and strategic growth.

Qualifications

• Experienced business professional, preferably with 5-7+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms.
• Actively seek out learning activities, approach obstacles as growth opportunities, and seek mentors to accelerate development.

Responsibilities

• Serve as the single point of customer accountability for delivery of Signature deliverables, experience, renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the Signature lifecycle experience.
• Apply correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Align with Business and Technical Stakeholders to achieve Business Value and Technical Goals.
• Prioritize urgent work, organize tasks, and create plans supporting assigned tasks.
• Conduct enablement sessions on opportunity management, forecasting, and omni-channel routing.
• Drive adoption of Sales and Service Cloud features with reps, agents, managers, and ops teams.
• Develop and maintain executive relationships within customer IT and business leadership.
• Act as trusted advisor, gain trust through mutual goals, and apply solutions to customer problems.

Skills

Consulting skills

Communication skills

Business acumen

Stakeholder management

Executive storytelling

Tools

Salesforce Service Cloud

Job description

Salesforce is seeking a Customer Success Manager, Senior Manager (CSM) to ensure high-value Signature Success Plan customers achieve strong ROI with our platform. This role acts as an extension of the customer's workforce, guiding business and technical concerns and aligning them with customer priorities.

You will drive adoption of Sales and Service Cloud features, manage executive-level relationships, and lead quarterly reviews to ensure renewal, value, and strategic growth.