Customer Success Manager (Core (Sales & Service) Clouds)

Join our team as a Customer Success Manager (CSM) and become a key player in ensuring our high-value customers achieve a significant return on their investment with our platform. As a CSM, you will serve as the single point of customer accountability, drive adoption of Sales and Service Cloud features, and manage technical health, adoption, and risk. You will have the opportunity to work closely with customers, understand their business model, and apply proven solutions to their problems. This is an individual contributor position with a focus on customer accountability and value alignment, strategic advisory and stakeholder management, and technical health and risk management.

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams, and track usage metrics.
• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
• Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields
• Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
• Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros)
• Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
• Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes
• Ability to demonstrate Lightning Sales/Service Console and mobile app
• Working knowledge of core features:
• 3-4 years experience supporting customers using Sales Cloud and Service Cloud
• Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing
• Knowledge of common sales (territory management, lead assignment, opportunity stages) and Services (case deflection, knowledge management, multi-channel support) use cases
• We are looking for candidates who have experience supporting customers in one or more of the following industries:
• Health & Life Sciences (HLS) – Collaborates with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform (Direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred)
• 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)
• Sales Cloud Consultant and Service Cloud Consultant certifications
• Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer)
• Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions)
• Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self-service portals