Senior Customer Success Manager (Enterprise)

Salesforce; Indianapolis (IN); Hybrid; USD 123,000 - 273,000; Full time

Benefits offered by this job

Office flexibility

Hybrid office schedule

Travel to client sites as needed

Job summary

Salesforce is seeking a Senior Customer Success Manager for Signature Success to orchestrate deliverables, drive renewals, and expand strategic engagements with enterprise customers. You will maintain executive relationships and advise on Salesforce feature adoption across the Signature catalog, balancing business outcomes with technology delivery.

You will communicate value, manage escalations, and collaborate with cross-functional teams while occasionally traveling to client sites and

Qualifications

• Experience within Healthcare or Life Sciences industries.
• 8+ years 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 efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Responsibilities

• Orchestrate the Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers.
• Advise customers on Salesforce feature adoption and release schedules and identify risks to implementations.
• Communicate the value of Signature Success to ensure renewals and continued engagement.
• Advocate for customers during triage and resolution of high-severity cases.
• Occasional travel to customer sites and possible after-hours coverage as needed.

Skills

Healthcare/Life Sciences experience

Customer Success management

Salesforce CRM

SaaS platform leadership

Technology Consulting

Technical solutions development

Technical architecture

Education

Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant)

Job description

Salesforce is seeking a Senior Customer Success Manager for Signature Success to orchestrate deliverables, drive renewals, and expand strategic engagements with enterprise customers. You will maintain executive relationships and advise on Salesforce feature adoption across the Signature catalog, balancing business outcomes with technology delivery.

You will communicate value, manage escalations, and collaborate with cross-functional teams while occasionally traveling to client sites and