Strategic Customer Success Manager - AI Cloud & Adoption

Salesforce, Inc.; Indianapolis (IN); Hybrid; USD 123,000 - 227,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager to ensure high-value customers on the Signature Success Plan achieve strong ROI and renewals. This Individual Contributor role acts as the customer’s trusted advisor, aligning business and technical priorities throughout the Signature lifecycle.

The role emphasizes adoption of Sales and Service Cloud features, proactive health checks, and collaboration with Sales, Engineering and Product teams to deliver value.

Qualifications

• Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer's business.
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development

Responsibilities

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing
• Share best practices for sales and service process optimization, data quality, and customer experience

Skills

Customer Success

Consulting

Communication

Stakeholder management

Salesforce knowledge

Tools

Salesforce Service Cloud

Omni-Channel

Service Cloud Voice

Digital Engagement

Job description

Salesforce is seeking a Customer Success Manager to ensure high-value customers on the Signature Success Plan achieve strong ROI and renewals. This Individual Contributor role acts as the customer’s trusted advisor, aligning business and technical priorities throughout the Signature lifecycle.

The role emphasizes adoption of Sales and Service Cloud features, proactive health checks, and collaboration with Sales, Engineering and Product teams to deliver value.