Strategic Senior CSM, Healthcare & Life Sciences

salesforce.com, inc.; Irvine (CA); Hybrid; USD 120,000 - 270,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager, Senior Manager, to lead relationships with HLS customers and own Signature deliverables, renewal, and expansion. You will partner with account teams to optimize the Salesforce platform and drive success across strategic accounts.

You will guide feature adoption, manage high-impact incidents, and communicate value to executives, with occasional travel and after-hours coverage as needed. Office-flexible with three days per week in the office.

Qualifications

• 8+ years work experience in Technical Customer Success, Salesforce CRM, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• Experience with Salesforce Sales Cloud and/or Service Cloud, and/or relevant competing platforms.
• Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).
• 4+ years of experience in management consulting services.
• Experience working with Enterprise-level customers.
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence at all levels, including executive and C-level.

Responsibilities

• Serve as the single point of customer accountability for orchestration of Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
• Help customers achieve business goals and outcomes on the Salesforce platform by coordinating the Signature Success catalog of services and providing timely, proactive Salesforce feature guidance.
• Act as an advisor to customers for the adoption of new features and annual release schedules, identifying challenges and risks to implementation.
• Communicate the value of Signature Success and ensure all collaborators understand it to support renewals.
• Advocate for customers during triage and resolution of high severity cases; may require occasional travel and after-hours coverage.

Skills

Technical Customer Success

Salesforce CRM

SaaS platform usage

Project leadership

Technology Consulting

Solutions Architecture

Tools

Salesforce CRM

Job description

Salesforce is seeking a Customer Success Manager, Senior Manager, to lead relationships with HLS customers and own Signature deliverables, renewal, and expansion. You will partner with account teams to optimize the Salesforce platform and drive success across strategic accounts.

You will guide feature adoption, manage high-impact incidents, and communicate value to executives, with occasional travel and after-hours coverage as needed. Office-flexible with three days per week in the office.