Strategic Education CSM - Customer Success Leader

salesforce.com, inc.; Washington (District of Columbia); On-site; USD 123,000 - 186,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager (CSM) for the Education Portfolio to ensure high-value university customers achieve a significant return on their Signature Success investment. You will act as a trusted advisor, aligning technical and business priorities and coordinating cross-functional resources to deliver value.

You will cultivate executive relationships, guide customers through feature adoption, and manage critical incidents while coordinating platform optimization during

Qualifications

• 8+ years work experience in Technical Customer Success, SaaS platform use, project leadership, technology consulting, solutions development or architecture.
• Exceptional communication and presentation skills with ability to influence at executive levels.
• Ability to translate technical concepts into business terms and map requirements to features.
• Experience leading cross-functional teams to resolve customer needs.

Responsibilities

• Serve as the single point of customer accountability for Signature deliverables, experience, renewal, and expansion.
• Build and maintain executive relationships with IT and business leaders who use Signature.
• Advise customers on adoption of new Salesforce features and manage the Signature catalog of services.
• Communicate value of Signature Success and ensure alignment across teams to renew.
• Act as advocate during triage and resolution of high-severity incidents; support after-hours or weekend coverage as needed.

Job description

Salesforce is seeking a Customer Success Manager (CSM) for the Education Portfolio to ensure high-value university customers achieve a significant return on their Signature Success investment. You will act as a trusted advisor, aligning technical and business priorities and coordinating cross-functional resources to deliver value.

You will cultivate executive relationships, guide customers through feature adoption, and manage critical incidents while coordinating platform optimization during