Strategic Education CSM for AI-Driven Success

Salesforce; Indianapolis (IN); On-site; USD 123,000 - 186,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager for the Education Portfolio to drive customer outcomes on the Signature program. You will act as a trusted advisor, coordinating services, guiding feature adoption, and maintaining executive-level relationships across large university customers.

You will manage incidents, set expectations, and coordinate cross-functional teams to ensure maximum value from Salesforce investments, with travel and after-hours support as needed.

Qualifications

• 8+ years of experience in technical customer success, SaaS usage, project leadership, or related fields.
• Ability to communicate and influence at all levels, including executive/C-level.
• Translate technical concepts into business terms and map requirements to features.
• Explain complex technical concepts in business-friendly terms for customers and partners.
• Knowledge of software development processes and design methodologies.
• Experience leading cross-functional teams to resolve customer needs or projects.

Responsibilities

• Own orchestration of all Signature deliverables, experience, renewal, and expansion.
• Build and maintain relationships with the customer's IT and business executives, sponsors, and decision-makers.
• Guide customers to achieve business goals on Salesforce by coordinating Signature services and guidance.
• Advise on adoption of new Salesforce features and release schedules; identify risks.
• Communicate the value of Signature Success to ensure renewals and ongoing advocacy.
• Act as customer advocate during triage and resolution of high-severity issues.
• Occasional travel to customer sites and after-hours or weekend coverage as needed.

Skills

Technical Customer Success

SaaS platform use

Project leadership

Technology Consulting

Solutions Architecture

Executive communication

Tools

None

Job description

Salesforce is seeking a Customer Success Manager for the Education Portfolio to drive customer outcomes on the Signature program. You will act as a trusted advisor, coordinating services, guiding feature adoption, and maintaining executive-level relationships across large university customers.

You will manage incidents, set expectations, and coordinate cross-functional teams to ensure maximum value from Salesforce investments, with travel and after-hours support as needed.