Strategic CSM | AI-Driven SaaS Value & Adoption

salesforce.com, inc.; Pennsylvania; Hybrid; USD 123,000 - 186,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager (CSM) to ensure high-value customers achieve a significant return on Investment with the Signature plan. This role acts as a trusted advisor, aligning business and technical goals and managing both business and technical stakeholders to maximize value from the platform.

The ideal candidate will drive adoption of Sales and Service Cloud features, monitor usage metrics, and lead quarterly reviews to optimize renewal, expansion, and customer success

Qualifications

• 5+ years of experience in Customer Success, SaaS platform use, or related fields.
• Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms.
• Ability to build and maintain relationships with executive stakeholders.
• Office-flexible role requiring in-office presence at least three days per week.

Responsibilities

• Serve as the single point of accountability for delivering all Signature deliverables and ensuring renewal and expansion.
• Coordinate all Signature lifecycle deliverables and oversee customer experience.
• Drive adoption of Sales and Service Cloud features with reps, agents, managers, and ops teams.
• Monitor usage metrics and provide insights to stakeholders at executive levels.
• Lead quarterly reviews of feature usage to drive adoption and stability of the platform.

Skills

Customer Success

SaaS

Consulting

Executive communication

Tools

Salesforce Service Cloud

Journey Builder

Salesforce AI tools

Job description

Salesforce is seeking a Customer Success Manager (CSM) to ensure high-value customers achieve a significant return on Investment with the Signature plan. This role acts as a trusted advisor, aligning business and technical goals and managing both business and technical stakeholders to maximize value from the platform.

The ideal candidate will drive adoption of Sales and Service Cloud features, monitor usage metrics, and lead quarterly reviews to optimize renewal, expansion, and customer success