Customer Success Manager

About the Role:

Our Customer Success Managers serves as a named resource and partner for the Salesforce Signature customer organizations. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that with relevant industry knowledge to improve implementation health. The role will also partner across Salesforce to provide a unified Signature experience for our customers.

Responsibilities

• Effectively orchestrates Signature experience across more sophisticated, multi-org, single-cloud customers with single-cloud product expertise and industry-relevant experience

• Aligns with and leads Business and Technical stakeholders, Account Success team, and other internal partners around customer goals ensuring value is delivered through Signature

• Single point of customer accountability covering only Signature-entitled customers building and maintaining strong, trusted relationships with customers

• Drives Customer Success Score metrics for customers and handles Escalations and Red Accounts

Experience and Skills

• Experienced professional with min 10+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture.

• Knowledge of Salesforce product and platform features, capabilities, and standard methodologies as well as a good understanding of enterprise architecture principles

• Technical expertise with one or more Salesforce clouds (Sales/Service CRM, Agentforce, Data Cloud) in solution design, project delivery, or implementation.

• Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers. Prior Salesforce experience in solution design, implementation, consulting is mandatory.

• Experience in running Salesforce related digital transformation program banking and financial services is highly desirable.

• Outstanding communication skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influencing at all levels of the organization

• Ability to facilitate difficult discussions and be adept at handling objections.