Senior Customer Success Manager — Healthcare & Life Sciences

salesforce.com, inc.; Indianapolis (IN); Hybrid; USD 123,000 - 273,000; Full time

Benefits offered by this job

Office-flexible

In-office three days/week

Job summary

Salesforce is seeking a Customer Success Manager, Senior Manager (CSM, Senior Manager) to serve as a trusted advisor for HLS customers, managing Signature deliverables, renewals, and expansions. You will maintain senior stakeholder relationships and guide adoption of new Salesforce features across large enterprises.

You will coordinate Signature services, provide proactive guidance, and communicate value to ensure renewal and customer success.

Qualifications

• Experience within HLS (the Healthcare or Life Sciences industries).
• 8+ years work experience in one or more of the following: Technical Customer Success, Salesforce CRM, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• 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

• Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the Salesforce platform by coordinating the completion of the Signature Success catalog of services as required for your customer.
• Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
• Acting as an advisor to your customers for the adoption of new features of Salesforce's annual release schedules and identifying potential challenges and risks to your customer's implementation.
• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
• The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer's need.

Skills

HLS experience

Salesforce CRM

Cross-functional leadership

Executive communication

Project leadership

Enterprise customers

Technical acumen

Tools

Sales Cloud

Service Cloud

Job description

Salesforce is seeking a Customer Success Manager, Senior Manager (CSM, Senior Manager) to serve as a trusted advisor for HLS customers, managing Signature deliverables, renewals, and expansions. You will maintain senior stakeholder relationships and guide adoption of new Salesforce features across large enterprises.

You will coordinate Signature services, provide proactive guidance, and communicate value to ensure renewal and customer success.