Scale Customer Success Manager, Senior Manager (SMB)

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About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

Role Overview

For our small and medium business customers who wish to get the most value out of Salesforce with rapid support, delivered by our most skilled experts, they purchase one of our Success Plans. When you have a Success Plan you unlock a deeper level of partnership, expertise and tools to stay agile.

As a Scale Customer Success Manager (CSM), Senior Manager, you will serve as a named resource and partner for select Salesforce customers and cross functional business partners in the small and medium business operating unit. You are a trusted advisor, forging deep relationships with stakeholders, maintaining an awareness of key trends, needs, potential risks, and value drivers. With a continual focus on the small and medium business operating unit's Customer Success needs, you will help to improve the overall technical and operational health of our SMB customers while reducing attrition and supporting growth. You will help customers realize the maximum value out of their Salesforce investment.

In addition to core CSM responsibilities, this role is unique in that you will also focus on the success of the SMB Success Council. This is a council of cross-functional business partners with the goal of reducing attrition and driving net new AOV growth for our customers.

Your Impact

• Serve as the single point of customer accountability for Signature Success customers in your remit responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.

• Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature Success.

• Help your customers achieve their business goals and outcomes on the Salesforce platform by:

  • Coordinating the completion of the Signature Success catalog of services as required for your customer.

  • Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.

  • Acting as an advisor to your customers for the adoption of new features of Salesforce's annual release schedules and identifying potential challenges and risks to your customer's implementation.

• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.

• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

• Drive the success of the SMB Success Council

• The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer's need.

Minimum Requirements

• Minimum of 8-10 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.

• Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform.

• 6+ years of experience in management consulting / consulting services

• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.

• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.

• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

• Knowledge of software development process and design methodologies.

• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

• Degree or equivalent proven experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Preferred Requirements

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant).

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Experience working with Enterprise-level customers.

Note: This role is Office-Flexible, with the expectation that you will work from a Salesforce office (Bellevue/Seattle, Chicago, Indianapolis, Atlanta) three days per week.

Accommodations

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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.