Strategic AI CSM — Enterprise Accounts (Remote)

Resumonk; United States; Hybride; USD 168 000 - 186 000; Plein temps

Avantages offerts par ce poste

RSUs

Bonus program

Benefits package

Résumé du poste

Salesforce’s Fin team is seeking a Strategic Customer Success Manager to partner with large, complex clients and guide them through AI-enabled agent transformations. You’ll scope projects, drive adoption, and achieve measurable business outcomes across support, sales, and ecommerce.

You will lead cross-functional teams, map requirements, and collaborate with engineers to design Fin solutions, ensuring high retention and value realization aligned with customers’ strategic goals.

Qualifications

• 8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
• Experience with business process mapping, requirements analysis, and solution design.
• Strong technical acumen and passion for AI/agent-building (coding not required).
• Ability to simplify and communicate complex problems clearly across audiences.
• Strong prioritization skills to manage a broad portfolio of customer accounts while delivering depth of impact.

Responsabilités

• Own the retention and health of a portfolio of high touch customers. Track leading indicators and flag risk early; secure renewals with Account Management.
• Demonstrate value realization by tying Fin’s performance to customer outcomes and ROI for executives.
• Build and prioritize an Automation Roadmap for each customer.
• Develop trusted advisor relationships from C-suite to individual contributors across multi-thread accounts.
• Lead requirements gathering and process mapping of customers’ SOPs, documented clearly and actionable.
• Partner with engineers to turn customer requirements into Fin designs and provide guidance on configuration and knowledge strategy.
• Analyze Fin usage to identify optimization opportunities and expansion use cases.
• Lead Success Plans, QBRs/EBRs and align Fin’s roadmap with customer goals.
• Maintain deep product knowledge of Fin’s capabilities and market trends to position against alternatives.
• Act as Voice of the Customer to inform product feedback and strategy.
• Mentor other CSMs and help shape playbooks and best practices.

Connaissances

CSM experience

Process mapping

Requirements analysis

Solution design

AI/agent building

Communication

Prioritization

Outcome delivery

Description du poste

Salesforce’s Fin team is seeking a Strategic Customer Success Manager to partner with large, complex clients and guide them through AI-enabled agent transformations. You’ll scope projects, drive adoption, and achieve measurable business outcomes across support, sales, and ecommerce.

You will lead cross-functional teams, map requirements, and collaborate with engineers to design Fin solutions, ensuring high retention and value realization aligned with customers’ strategic goals.