Senior Manager, Customer Success

Salesforce; New York (NY); On-site; USD 150,000 - 248,000; Full time

Job summary

Salesforce in New York is seeking an experienced Senior Customer Success leader to safeguard value for a large portfolio of enterprise customers. You will drive adoption, growth and renewal by coordinating across Sales, Renewals, Cloud Success, and executives.

The role demands a proven track record in customer success, deep SaaS industry knowledge, and the ability to influence at the C-suite. Salesforce offers a comprehensive benefits package and opportunities to shape strategic outcomes.

Qualifications

• 10+ years in Sales, Customer Success, SaaS or related roles.
• Proven track record in customer success or related roles.
• Experience leading a large portfolio of customers.
• Ability to drive outcomes across multiple internal teams and external partners.
• Ability to influence conversations at the C-level.
• Facilitate difficult discussions and handle objections.
• Knowledge in one or more lines of business.
• Proficient in risk management and proactive issue resolution.
• Drive metrics like Customer Consumed Revenue, CS Score, satisfaction, adoption.

Responsibilities

• Collaborate with Sales to align resources for growth and attrition mitigation.
• Lead execution of Signature and Premier Success plans as primary escalation point.
• Nominate troubled implementations for Restarts and attrition mitigation.
• Develop executive relationships and help address customer issues to improve value.
• Identify high-risk customers and coordinate internal sponsors and corrective actions.
• Work cross-functionally with Renewals, Cloud Success, and Sales to ensure adoption, growth and renewal.
• Ensure activities align with Premier & Signature offerings and Account Success goals.

Skills

10+ years exp

Customer success

Portfolio management

Cross-functional collaboration

C-level communication

Objection handling

Risk management

Industry knowledge

Adoption metrics

Job description

Job Category Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we’re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Responsibilities

• Collaborate with Sales leaders to help align the best resources to grow consumption and mitigate attrition.
• The primary escalation point within a Sales region to help lead the execution of the Signature and Premier Success plans.
• Nominate troubled customer implementation for Restarts, and other Attrition mitigation initiatives.
• Develop executive relationships with customers and assist in handling customer issues and improving the value derived from their investments.
• Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions.
• Work cross functionally including Renewals, Cloud Success, Sales to ensure customer adoption, growth and renewal.
• Ensure that team activities adhere to the obligations of the Premier & Signature Offer and Account Success goals.

Required Qualifications and Skills

• 10+ years of relevant industry expertise in Sales, Customer Success, SaaS platform use, or related fields
• Successful track record in customer success or related roles
• Demonstrable experience in leading a large portfolio of customers
• Strong ability to collaborate and drive outcomes across multiple internal teams and external partners via matrix management.
• Ability to drive effective and influencing conversations at the C-level.
• Facilitate difficult discussions and be adept at handling objections.
• Knowledge in one or more lines of business.
• Proficient in risk management, with a proactive approach to identifying and addressing potential issues.
• Drive important metrics related to Customer Consumed Revenue, Customer Success Score, Customer Satisfaction, and Adoption.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.The typical base salary range for this position is $150,100 - $227,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $180,200 - $247,900 annually.The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.