Senior Customer Success Manager - Enterprise SaaS AI

Salesforce; New York (NY); On-site; USD 120,000 - 150,000; Full time

Job summary

Salesforce is seeking an experienced Customer Success Manager, Senior Manager, to act as the named resource and trusted advisor for HLS customer organizations on Signature Success. You will manage incidents, drive renewal and expansion, and partner across internal and external teams to deliver a unified Signature experience.

The role requires deep Salesforce platform knowledge, strong cross-functional leadership, and the ability to translate technical concepts into business value for executives

Qualifications

• 8+ years work experience in Technical Customer Success, SaaS, or related fields.
• Experience with Enterprise-level customers and cross-functional teams.
• Exceptional communication and presentation skills at all organizational levels.
• Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales/Service Cloud Consultant).

Responsibilities

• Serve as the single point of customer accountability for Signature deliverables, experience, renewal, and expansion.
• Cultivate relationships with IT and business executives, sponsors, and decision-makers.
• Provide proactive Salesforce feature guidance aligned with customer interests and release schedules.
• Advise on adoption of new features and potential risks to customer implementations.
• Communicate value of Signature Success and ensure cross-team alignment for renewals.
• Occasional travel to customer sites and after-hours or weekend coverage as needed.

Skills

Exceptional communication

Executive-level influence

Stakeholder relationship management

Project leadership

Tools

Salesforce CRM

Signature Signatures Process

Job description

Salesforce is seeking an experienced Customer Success Manager, Senior Manager, to act as the named resource and trusted advisor for HLS customer organizations on Signature Success. You will manage incidents, drive renewal and expansion, and partner across internal and external teams to deliver a unified Signature experience.

The role requires deep Salesforce platform knowledge, strong cross-functional leadership, and the ability to translate technical concepts into business value for executives