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Job Category
Customer Success
Job Details
Role Description
The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers. This role acts as a primary strategic partner who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment. Ensuring the seamless delivery of all deliverables necessary to advance the customer’s core business goals. The Senior Manager is required to integrate multiple products or processes to create effective customer solutions.
In the 'Agentic Era,' the Marketing & Commerce CSM serves as a Strategic Partner who is truly 'at home' in the digital-first world. You speak the customer’s language—fluently discussing ROAS, conversion funnels, and omnichannel orchestration—while navigating industry-specific challenges like peak-season scaling and privacy shifts. Your primary impact comes from your ability to translate complex business goals into a seamless customer journey across Marketing & Commerce. You act as a domain authority who understands that technology only succeeds when it is grounded in a deep understanding of the customer’s business challenges and market trends.
We are looking for candidates who have experience supporting customers in one or more of the following industries:
Technology Media Telecommunication (TMT) – Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (Direct experience with Media Cloud strongly preferred).
This is an Individual Contributor position.
Your Impact
Strategic Accountability and Account Leadership
ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.
Complex Program Management: Effectively own the Signature experience across complex, multi-org customers. This involves organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans.
Resource Mobilization: Act as the central resource for the team and the customer, connecting all the dots. This includes proactively taking ownership of customer needs and drawing expert resources into customer situations as needed.
Engagement Charter: Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
Business Value Integration: Align the Account Success team and internal stakeholders around the customer’s business and technical goals, ensuring value delivery through the Signature offer.
Agentic Workflow Design: Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building.
ROI Segmentation (Human vs. AI): Determining which customer segments or tasks require high-touch human coverage vs. “always-on” AI support.
Trusted Advisory and Executive Influence
Advanced Stakeholder Management: Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport.
Complex Navigation: Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results. Drive consensus with collaborators and influence key internal and external stakeholders to engage in the process.
Business Insight: Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals. This includes adapting established solutions to solve complex customer problems.
Customer Advocacy: Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success.
Solution & Industry Expertise: Develop a strong working knowledge of Salesforce’s major solutions and a “sales pitch” understanding of the rest. Leverage industry insight to position customers for future success.
Mentorship & Development: Demonstrate a growth mindset by pursuing challenging learning activities. Mentor team members to help accelerate their personal development and contribute subject matter expertise internally within Salesforce.
Domain Expertise and Risk Mitigation
Risk Management: Act as the leader in identifying problems. Leverage the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk.
AI Governance & Guardrails: Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles.
Root Cause Synthesis: Can use AI tools for account-level pattern recognition and access automated RCA reports for specific scenarios.
Root Cause Analysis: Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms.
Minimum Requirements
Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.
Ability to handle objections, navigate complicated discussions, and drive alignment. Must demonstrate persistence in the face of adversity and disappointment.
Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.
Cloud/Platform Requirements:
Marketing Cloud (Engagement Foundations, Email Specialist, Account Engagement Specialist, Engagement Consultant, Cloud Admin) and/or Commerce Cloud certifications
Preferred Requirements
Exceptional ability to communicate and influence effectively at the C-level (CMO/CDO) and handle complex objections.
Identify repetitive marketing tasks (e.g., audience segmentation) to transition to Agentforce, freeing Marketing and Commerce Customers effort for high-stakes strategy.
Use AI sentiment analysis and health scores to identify "at-risk" renewals early, specifically looking for drops in engagement or consumption patterns.
Determine client engagement strategies based on the ROI of specific marketing workstreams, ensuring activities translate into tangible value.
Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
