2 days ago

Customer Success Senior Manager

Salesforce

Melbourne

2 days ago

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Salesforce is seeking a Customer Success Senior Manager in Melbourne to act as a strategic partner for complex Financial Services customers, driving adoption, technical health, and ROI. The role requires executive communication, SaaS customer success expertise, and the ability to integrate multiple products and processes to deliver business value.

AI-enabledHybridFull-timeSeniorCustomer SuccessSaaS

Customer Success Senior Manager

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AI-enabledHybridFull-timeSeniorCustomer Success

Salary

Not specified

Work Location

Melbourne, Victoria, Australia, AU

Work Model

Hybrid: office-flexible, expectation to be in office 3 days per week

Employment Type

Full-time

Experience Level

Experienced business professional

Core Qualifications

Technical (Must-have)

Customer SuccessSaaSStrategic ConsultingSalesforceExecutive CommunicationStakeholder ManagementRisk ManagementRoot Cause AnalysisAI GovernanceTrust LayerAgentic Workflow DesignROI AnalysisProgram ManagementBusiness InsightTechnical Acumen

Soft Skills

CommunicationPresentationInfluenceObjection HandlingPersistenceMentorshipGrowth MindsetCustomer AdvocacyRelationship BuildingCollaboration

Preferred Qualifications

Technical (Nice-to-have)

Salesforce product certificationsAI AssociateAdministratorAdvanced AdministratorPlatform App BuilderSales Cloud ConsultantService Cloud ConsultantData Cloud SpecialistEnergy & Utilities Cloud Consultant

Key Responsibilities

•Determine when and how to engage clients based on calculated ROI
•Own the Signature experience across complex, multi-org customers
•Act as the central resource for the team and the customer
•Craft a clear engagement charter with specified goals and metrics
•Align the Account Success team and internal stakeholders around customer goals
•Design multi-step digital workflows where agents handle repetitive data-intensive work
•Determine which customer segments or tasks require high-touch human coverage vs. autonomous AI support
•Cultivate and maintain relationships with customer IT and business executive leadership
•Navigate the customer’s and Salesforce’s internal organizational dynamics
•Combine expert Salesforce knowledge with deep business insight to deliver recommendations
•Amplify the voice of the customer with internal teams
•Develop a strong working knowledge of Salesforce’s major solutions
•Mentor team members to help accelerate their personal development
•Identify problems and leverage escalation processes when high-value renewals or Go-live dates are at risk
•Guide customers through governance frameworks, best practices for Trust Layer, and safety-by-design principles
•Use AI tools for account-level pattern recognition and access automated RCA reports
•Question assumptions to uncover root causes and reveal new opportunities

Customer SuccessSaaSSalesforceFinancial ServicesSenior ManagerHybridMelbourneAIExecutive CommunicationStrategic Consulting

Core Qualifications

Technical (Must-have)

Soft Skills

CommunicationPresentationInfluenceObjection HandlingPersistenceMentorshipGrowth MindsetCustomer AdvocacyRelationship BuildingCollaboration

Key Responsibilities

•Determine when and how to engage clients based on calculated ROI

•Own the Signature experience across complex, multi-org customers

•Act as the central resource for the team and the customer

•Craft a clear engagement charter with specified goals and metrics

•Align the Account Success team and internal stakeholders around customer goals

•Design multi-step digital workflows where agents handle repetitive data-intensive work

•Determine which customer segments or tasks require high-touch human coverage vs. autonomous AI support

•Cultivate and maintain relationships with customer IT and business executive leadership

•Navigate the customer’s and Salesforce’s internal organizational dynamics

•Combine expert Salesforce knowledge with deep business insight to deliver recommendations

•Amplify the voice of the customer with internal teams

•Develop a strong working knowledge of Salesforce’s major solutions

•Mentor team members to help accelerate their personal development

•Identify problems and leverage escalation processes when high-value renewals or Go-live dates are at risk

•Guide customers through governance frameworks, best practices for Trust Layer, and safety-by-design principles

•Use AI tools for account-level pattern recognition and access automated RCA reports

•Question assumptions to uncover root causes and reveal new opportunities