Customer Success Senior Manager

Salary

Core Qualifications

Preferred Qualifications

Key Responsibilities

• •Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.
• •Effectively own the Signature experience across complex, multi-org customers, organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans.
• •Act as the central resource for the team and the customer, connecting all the dots, proactively taking ownership of customer needs and drawing expert resources into customer situations as needed.
• •Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
• •Align the Account Success team and internal stakeholders around the customer's business and technical goals, ensuring value delivery through the Signature offer.
• •Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building.
• •Determine which customer segments or tasks require high-touch human coverage vs. autonomous 'always-on' AI support.
• •Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport.
• •Navigate the customer's and Salesforce's internal organizational dynamics to achieve results, driving consensus with collaborators and influencing key internal and external stakeholders.
• •Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer's core business goals.
• •Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success.
• •Develop a strong working knowledge of Salesforce's major solutions and a 'sales pitch' understanding of the rest, leveraging industry insight to position customers for future success.
• •Demonstrate a growth mindset by pursuing challenging learning activities, mentoring team members, and contributing subject matter expertise internally within Salesforce.
• •Act as the leader in identifying problems, leveraging the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-live dates are at risk.
• •Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles.
• •Use AI tools for account-level pattern recognition and access automated RCA reports for specific scenarios.
• •Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms.