Strategic Customer Success Manager, Signature AI

salesforce.com, inc.; Chicago (IL); Hybrid; USD 123,000 - 186,000; Full time

Job summary

Salesforce.com, inc. is seeking a Customer Success Manager to act as the named resource for Signature customers, building trust and guiding them to maximize value from Salesforce.

You will manage executive-level relationships, coordinate Signature services, advise on new features, handle high-severity incidents, and support peak events. This office-flexible role expects in-office presence three days a week and occasional travel.

Qualifications

• 8+ years work experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• 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.
• Minimum of 2 years of experience with Salesforce Commerce Cloud.

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

Communication skills

Presentation skills

Cross-functional collaboration

Salesforce Commerce Cloud

Job description

Salesforce.com, inc. is seeking a Customer Success Manager to act as the named resource for Signature customers, building trust and guiding them to maximize value from Salesforce.

You will manage executive-level relationships, coordinate Signature services, advise on new features, handle high-severity incidents, and support peak events. This office-flexible role expects in-office presence three days a week and occasional travel.