Senior Customer Success Manager - AI-Driven Enterprise

salesforce.com, inc.; Virginia (IL); Hybrid; USD 123,000 - 186,000; Full time

Job summary

Salesforce is seeking a Senior Customer Success Manager to serve as a strategic partner driving ROI across complex, multi-org Signature customers. The role emphasizes governance, advisory capabilities, and cross-functional collaboration to maximize value from Salesforce investments.

The role is office-flexible with a minimum in-office presence of three days per week to ensure tight alignment with customer teams and internal stakeholders.

Qualifications

• 5-6 years of relevant experience in Customer Success, SaaS, or related strategic consulting.
• Excellent communication and presentation skills with ability to influence at executive levels.
• Ability to manage objections and drive alignment across teams.
• Ability to coordinate collaborators and serve as central resource.

Responsibilities

• ROI-Driven Engagement: determine engagement based on ROI and translate into value for the customer.
• Complex Program Management: own Signature experience across complex, multi-org customers.
• Resource Mobilization: connect expert resources to customer situations as needed.
• Engagement Charter: craft a charter with goals and metrics for alignment.
• Business Value Integration: align stakeholders around business/technical goals to ensure value.
• Agentic Workflow Design: design multi-step digital workflows to free up senior staff.
• ROI Segmentation: decide where high-touch vs AI support is needed.

Skills

Customer Success

SaaS

Executive communication

Stakeholder management

Relationship building

Strategic thinking

Job description

Salesforce is seeking a Senior Customer Success Manager to serve as a strategic partner driving ROI across complex, multi-org Signature customers. The role emphasizes governance, advisory capabilities, and cross-functional collaboration to maximize value from Salesforce investments.

The role is office-flexible with a minimum in-office presence of three days per week to ensure tight alignment with customer teams and internal stakeholders.