Senior Customer Success Manager

Jobtailor; Arizona; On-site; USD 120,000 - 180,000; Full time

Job summary

Jobtailor in the United States seeks a seasoned Customer Success professional focused on Salesforce Service Cloud to drive value, renewal and expansion across complex accounts. You will coordinate deliverables across the Signature lifecycle and align business and technical stakeholders to deliver measurable outcomes.

The ideal candidate has 5–7+ years in Customer Success/SaaS, strong consulting abilities, and deep Salesforce Service Cloud expertise, with on-site work required at least three days

Qualifications

• 5-7+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields preferred
• Strong consulting skills
• Demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
• Industry-relevant expertise and understanding of the broad impact of the industry on the customer’s business
• Excellent communication skills and ability to translate technical concepts into business terms
• 3-4 years of experience with deep Salesforce Service Cloud expertise
• Knowledge of Omni-Channel, Service Cloud Voice, Digital Engagement, and Field Service Lightning
• Service Cloud Consultant certification preferred
• Salesforce Admin + Service Cloud Consultant certification preferred
• Data Cloud experience/certification preferred
• Understanding of Service Cloud integrations with telephony, chat, messaging, and self-service portals preferred
• Understanding of Einstein AI for Service preferred
• Prior team-lead, mentor, or management experience preferred
• Ability to use AI agents, natural-language commands, and AI-driven sentiment and intent analysis
• Willingness to pursue Agentblazer training and certifications
• Must work in-office a minimum of three days per week

Responsibilities

• Serve as the single point of customer accountability for Signature deliverables, customer experience, renewal, and expansion
• Coordinate deliverables throughout the Signature lifecycle
• Address customer needs and ensure value is delivered through the Signature offer
• Align and manage business and technical stakeholders around business value and technical goals
• Prioritize work, organize tasks, and create basic plans
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing
• Share best practices for sales and service process optimization, data quality, and customer experience
• Drive adoption of Sales and Service Cloud features
• Track usage metrics including opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores
• Develop stakeholder relationships, including executive-level relationships within customer IT and business leadership
• Act as a trusted advisor and apply proven solutions to customer problems
• Drive innovation aligned with customer business challenges
• Increase engagement with products and services and identify barriers to customer success
• Develop strategic success plans for complex problems
• Conduct quarterly feature-usage reviews to drive adoption and ensure platform stability and performance
• Identify underutilized contracted entitlements and align platform features with customer priorities
• Use AI agents for meeting summaries, QBR data collection, health monitoring, and success-plan drafting
• Apply product knowledge to diagnose technical concerns and align platform features with customer priorities and roadmaps
• Monitor technical health, conduct quarterly reviews, identify trends, and provide release recommendations
• Serve as primary interface for major incidents such as checkout failures or email deliverability drops
• Coordinate with Sales, Engineering, and Product Management on customer success and revenue opportunities
• Escalate complex automation, data model, routing, and integration questions to technical resources

Skills

Salesforce Service Cloud

Customer Success Management

Consulting Skills

Data Cloud Experience

Service Cloud Expertise

Education

Service Cloud Consultant Certification

Salesforce Admin Certification

Data Cloud Certification

Tools

Salesforce

AI-Driven Sentiment Analysis

Self-Service Portals

Telephony Integrations

Chat Integrations

Job description

• Serve as the single point of customer accountability for Signature deliverables, customer experience, renewal, and expansion


• Coordinate deliverables throughout the Signature lifecycle


• Address customer needs and ensure value is delivered through the Signature offer


• Align and manage business and technical stakeholders around business value and technical goals


• Prioritize work, organize tasks, and create basic plans


• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing


• Share best practices for sales and service process optimization, data quality, and customer experience


• Drive adoption of Sales and Service Cloud features


• Track usage metrics including opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores


• Develop stakeholder relationships, including executive-level relationships within customer IT and business leadership


• Act as a trusted advisor and apply proven solutions to customer problems


• Drive innovation aligned with customer business challenges


• Increase engagement with products and services and identify barriers to customer success


• Develop strategic success plans for complex problems


• Conduct quarterly feature-usage reviews to drive adoption and ensure platform stability and performance


• Identify underutilized contracted entitlements and align platform features with customer priorities


• Use AI agents for meeting summaries, QBR data collection, health monitoring, and success-plan drafting


• Apply product knowledge to diagnose technical concerns and align platform features with customer priorities and roadmaps


• Monitor technical health, conduct quarterly reviews, identify trends, and provide release recommendations


• Serve as primary interface for major incidents such as checkout failures or email deliverability drops


• Coordinate with Sales, Engineering, and Product Management on customer success and revenue opportunities


• Escalate complex automation, data model, routing, and integration questions to technical resources

Requirements

• 5-7+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields preferred


• Strong consulting skills


• Demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations


• Industry-relevant expertise and understanding of the broad impact of the industry on the customer’s business


• Excellent communication skills and ability to translate technical concepts into business terms


• 3-4 years of experience with deep Salesforce Service Cloud expertise


• Knowledge of Omni-Channel, Service Cloud Voice, Digital Engagement, and Field Service Lightning


• Service Cloud Consultant certification preferred


• Salesforce Admin + Service Cloud Consultant certification preferred


• Data Cloud experience/certification preferred


• Understanding of Service Cloud integrations with telephony, chat, messaging, and self-service portals preferred


• Understanding of Einstein AI for Service preferred


• Prior team-lead, mentor, or management experience preferred


• Ability to use AI agents, natural-language commands, and AI-driven sentiment and intent analysis


• Willingness to pursue Agentblazer training and certifications


• Must work in-office a minimum of three days per week

Core Competencies

Demonstrates extensive expertise in Customer Success and Salesforce Service Cloud, with a strong ability to drive business value and facilitate executive-level discussions. Proficient in managing stakeholder relationships and optimizing customer experience through data-driven insights and innovative solutions.

Highest-signal resume keywords

• Salesforce Service Cloud Expertise


• Customer Success Management


• Consulting Skills


• Data Cloud Experience
  
• Service Cloud Consultant Certification

Hard Skills

• Salesforce Service Cloud


• Omni-Channel


• Service Cloud Voice


• Digital Engagement


• Field Service Lightning


• AI Agents


• Data Analysis


• Forecasting


• Pipeline Management


• Technical Problem Diagnosis

Soft Skills

• Excellent Communication


• Influencing C-Level Conversations


• Facilitating Discussions


• Handling Objections


• Relationship Building

Certifications & Qualifications

• Service Cloud Consultant Certification


• Salesforce Admin Certification


• Data Cloud Certification

Industry Keywords

• Customer Experience


• SaaS


• Business Value


• Stakeholder Management


• Technical Health Monitoring

Tools & Technologies

• Salesforce


• AI-Driven Sentiment Analysis


• Self-Service Portals


• Telephony Integrations


• Chat Integrations