Senior Customer Success Manager – AI-Driven Signature

Salesforce; San Francisco (CA); Hybrid; USD 123,000 - 273,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager, Senior Manager, to act as the named resource for Signature deliveries and renewals with HLS customers. You will maintain executive-level relationships, coordinate cross-team efforts, and drive value realization on the Salesforce platform.

You will guide customers through feature adoption, manage risks, and ensure timely communication during incidents. The role may require travel and flexible hours to support peak events and critical customers.

Qualifications

• 8+ years work experience in Technical Customer Success, Salesforce CRM, SaaS platform use or project leadership.
• Experience with Salesforce Sales Cloud and/or Service Cloud, and/or relevant competing platforms.
• Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).
• 4+ years of experience in management consulting services.
• Experience working with Enterprise-level customers.
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Knowledge of software development process and design methodologies.
• Experience leading effort of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Responsibilities

• Serve as the single point of customer accountability for orchestration of Signature deliverables, experience, and renewal and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business leadership and sponsors.
• Help customers achieve business goals on the Salesforce platform by coordinating Signature services and providing proactive feature guidance.
• Advise customers on adoption of new features and release schedules and manage risks.
• Communicate the value of Signature Success to ensure continued renewals.
• Advocate for customers during triage and resolution of high severity cases.
• Occasional travel to customer sites and possible after-hours or weekend coverage as needed.

Skills

HLS experience

Technical CS

Cross-functional leadership

Sales Cloud

Service Cloud

Executive communication

SaaS knowledge

Business terms translation

Software development

Enterprise customers

Tools

Salesforce CRM

Sales Cloud

Service Cloud

Python

R

Jupyter

Job description

Salesforce is seeking a Customer Success Manager, Senior Manager, to act as the named resource for Signature deliveries and renewals with HLS customers. You will maintain executive-level relationships, coordinate cross-team efforts, and drive value realization on the Salesforce platform.

You will guide customers through feature adoption, manage risks, and ensure timely communication during incidents. The role may require travel and flexible hours to support peak events and critical customers.