Salesforce

Senior Manager, Customer Success

Salesforce$150K — $227K *
Enterprise Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10+ years of relevant industry expertise in Sales, Customer Success, SaaS platform use, or related fields
  • Successful track record in customer success or related roles
  • Demonstrable experience in leading a large portfolio of customers
  • Strong ability to collaborate and drive outcomes across multiple internal teams and external partners via matrix management
  • Ability to drive effective and influencing conversations at the C-level
  • Proficient in risk management, with a proactive approach to identifying and addressing potential issues

Responsibilities

  • Collaborate with Sales leaders to align resources for consumption growth and attrition mitigation
  • Act as the primary escalation point for executing Signature and Premier Success plans within a Sales region
  • Nominate troubled customer implementations for Restarts and other attrition initiatives
  • Develop executive relationships with customers to enhance their investment value
  • Proactively identify high-risk customers and coordinate corrective actions with internal teams
  • Work cross-functionally with Renewals, Cloud Success, and Sales to ensure customer adoption and growth
  • Ensure team activities meet obligations of the Premier & Signature Offer and Account Success goals

Benefits

  • Comprehensive benefits and resources to support work-life balance
  • Opportunities for personal and professional growth
  • Access to advanced AI tools to enhance productivity
  • Engagement in a culture that encourages innovation and creativity
  • Supportive environment aimed at redefining possibilities for employees
Full Job Description
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category
Customer Success

Job Details

For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Premier or Signature Success Plan. The Senior Manager, Customer Success role isn't just about leadership; it's about encouraging collaboration across various facets of Salesforce, from ensuring efficient allocation of the team to aligning the right resources for customer delivery. Simultaneously, they cultivate valuable executive relationships, handle risk with foresight, and deepen connections with our broader Salesforce teams.

Responsibilities
  • Collaborate with Sales leaders to help align the best resources to grow consumption and mitigate attrition.
  • The primary escalation point within a Sales region to help lead the execution of the Signature and Premier Success plans.
  • Nominate troubled customer implementation for Restarts, and other Attrition mitigation initiatives.
  • Develop executive relationships with customers and assist in handling customer issues and improving the value derived from their investments.
  • Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions
  • Work cross functionally including Renewals, Cloud Success, Sales to ensure customer adoption, growth and renewal.
  • Ensure that team activities adhere to the obligations of the Premier & Signature Offer and Account Success goals.


Required Qualifications and Skills
  • 10+ years of relevant industry expertise in Sales, Customer Success, SaaS platform use, or related fields
  • Successful track record in customer success or related roles
  • Demonstrable experience in leading a large portfolio of customers
  • Strong ability to collaborate and drive outcomes across multiple internal teams and external partners via matrix management.
  • Ability to drive effective and influencing conversations at the C-level.
  • Facilitate difficult discussions and be adept at handling objections.
  • Knowledge in one or more lines of business.
  • Proficient in risk management, with a proactive approach to identifying and addressing potential issues.
  • Drive important metrics related to Customer Consumed Revenue, Customer Success Score, Customer Satisfaction, and Adoption.


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.

About Salesforce

ExactTarget is a provider of on-demand email marketing software solutions. Their suite of on-demand one-to-one marketing applications enables clients to send business-critical and event-triggered communications to increase sales, optimize marketing investments, and strengthen customer relationships. They offer four editions of their on-demand software application along with integrated solutions such as ExactTarget for AppExchange and ExactTarget for [Microsoft](/organization/Microsoft) Dynamics CRM.

Salesforce Careers

Joining Salesforce means becoming part of a dynamic, global team of professionals who are deeply committed to driving customer success and innovation. As the world's leading Customer Relationship Management (CRM) platform, Salesforce offers unparalleled job opportunities in technology and consulting, making it an ideal place for ambitious individuals looking to make a significant impact.

Work You'll Do

At Salesforce, every position is a chance to leverage your skills and creativity to transform businesses and industries. Our diverse team of experts collaborates to deliver cutting-edge solutions that foster growth and enhance leadership capabilities. By joining our team, you'll be at the forefront of digital innovation, using Salesforce's powerful platform to help clients navigate their transformation journeys.

Innovate and Lead

Salesforce is not just a company; it's a community where you can lead with your ideas and see them come to life. Our culture of innovation encourages you to challenge the status quo and push the boundaries of what's possible. With Salesforce, you'll work alongside leaders in technology and business who are committed to your growth and professional development.

Career Growth and Opportunities

Whether you're looking for an internship, a full-time position, or leadership roles, Salesforce provides a wealth of opportunities to advance your career. Our commitment to professional growth is reflected in our robust training programs, including leadership development and diversity training, designed to help you excel at every stage of your career.

Be Part of a Great Team

Salesforce prides itself on a culture that values diversity, teamwork, and open communication. We believe that our strength lies in our people, and we're committed to creating an environment where everyone can thrive. Joining our team means being part of a supportive community that encourages networking and collaboration.

Benefits and Culture

At Salesforce, we understand that job satisfaction extends beyond the office. That's why we offer competitive benefits to support the health, well-being, and financial security of our employees and their families. From health insurance and retirement plans to wellness programs and flexible working arrangements, we provide the benefits that contribute to a better work-life balance.

Explore Job Opportunities

Ready to take the next step in your career? Explore the wide range of employment opportunities at Salesforce. From technical roles to customer engagement positions, we are continuously hiring talented individuals who are passionate about making a difference.

Stay Connected

Keep up to date with the latest at Salesforce by following our careers blog. Gain insights from the people who work here and learn how you can bring your career to the next level with Salesforce.

Apply Now

Are you ready to join a company that's leading the way in CRM technology? Search open positions that match your skills and interests on our careers page. Tailor your resume, prepare for your interview, and take the first step towards a rewarding career at Salesforce.

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Learn more about Salesforce
Size
73,541 employees
Market Cap
$130.4 billion
Industry
Net Income
$4 billion
Founded
2000
5 Year Trend
+25.7%
Revenue
$21.2 billion
NASDAQ

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