Senior Customer Success Manager

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Role Description

For customers who purchase a Customer Success Plan, we offer our deepest level of partnership, skilled expertise, and tools to drive agility and success.

We are seeking a Customer Success Manager (CSM) to serve as a named resource and strategic advisor for Salesforce's most important accounts. This role will be focused on customers in the ICE (Industrial, Consumer Goods, and Energy) Operating Unit (OU) in AMER.

Your Impact

• Single Point of Accountability: Orchestrate Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion.

• Customer Advocacy: Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities.

• Success Strategy Execution: Launch and execute Customer Success Plans; renew and expand across customers.

• Issue Resolution: Proactively manage risks and urgent escalations, partnering across internal Salesforce teams to swiftly resolve challenges.

• Insights and Innovation: Monitor market and customer trends.

• Health Monitoring: Track and communicate customer health metrics, customer success scores, and overall loyalty insights.

Minimum Requirements

• Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).

• Minimum of 8+ years in Customer Success, Technical Account Management, Consulting, or equivalent experience.

• Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes.

• Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies.

• Deep understanding of Salesforce's ecosystem, products, and best practices.

• Proven track record leading efforts across large, cross-functional teams to drive customer success.

• Exceptional communication, presentation, and influence skills at all organizational levels.

• Experience managing escalations and resolving critical customer situations.

Preferred Requirements

• Salesforce Certifications: AI Associate, AI Specialist, Administrator, Advanced Administrator, Data Cloud Consultant, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant.

• Knowledge of modern cloud data platforms (Snowflake, Databricks, BigQuery, RedShift) and AI tools (Python, R, Jupyter).

• Passion for helping customers drive business outcomes through AI, automation, and data.

• Previous experience working with enterprise customers and scaling innovation initiatives.

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.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.