Strategic Customer Success Manager, Signature Engagement

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

Benefits offered by this job

Occasional travel

Job summary

Salesforce is seeking a Customer Success Manager (CSM) to serve as a trusted advisor for named customer organizations, ensuring value realization from Signature Success and renewals. You will coordinate cross-functional teams, manage high-severity incidents, and maintain executive relationships across customer IT and business leadership.

The role requires 8+ years in technical customer success or SaaS leadership, strong communication skills, and experience with Salesforce Commerce Cloud.

Qualifications

• 8+ years work experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, or technical/solutions architecture.
• Exceptional communication and presentation skills with ability to influence at all levels, including executives.
• Experience translating technical concepts into business terms and mapping requirements to features.
• Ability to explain complex concepts to customers in business terms and relay needs to internal partners.
• Knowledge of software development processes and design methodologies.
• Experience leading cross-functional teams to resolve customer needs or projects.
• Minimum of 2 years of experience with Salesforce Commerce Cloud.

Responsibilities

• Serve as the single point of customer accountability for Signature deliverables, experience, renewal, and expansion.
• Cultivate stakeholder relationships with IT and business leadership within customer organizations.
• Coordinate completion of the Signature Success catalog of services for the customer.
• Provide proactive Salesforce feature guidance based on customer interests.
• Advise on adopting new features and managing risks during releases.
• Communicate value of Signature Success to ensure renewal.
• Advocate for customers during triage and resolution of high-severity cases.
• Occasional travel to customer sites and after-hours coverage as needed.

Skills

Executive communication

Cross-functional collaboration

SaaS experience

Technical leadership

Customer Success

Tools

Salesforce Commerce Cloud

Job description

Salesforce is seeking a Customer Success Manager (CSM) to serve as a trusted advisor for named customer organizations, ensuring value realization from Signature Success and renewals. You will coordinate cross-functional teams, manage high-severity incidents, and maintain executive relationships across customer IT and business leadership.

The role requires 8+ years in technical customer success or SaaS leadership, strong communication skills, and experience with Salesforce Commerce Cloud.