Customer Success Manager, Director

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

Job Details

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 Description

For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

As the Lead Customer Success Manager (CSM) for IBM, you will serve as a named resource and act as a partner and trusted advisor to the customer. Your primary role is to forge deep relationships, developing a comprehensive understanding of IBM's business objectives, potential risks, and key value drivers. With a focus on their strategic goals, you will guide IBM in maximizing the return on their Salesforce investment. You will also serve as the central point of contact, skillfully managing communications and expectations to navigate challenges and ensure strategic alignment.

Your Impact

• The lead CSM acts as a "force multiplier" for the team, leveraging their deep expertise to elevate the entire CSM team.

• Ability to manage beyond the day-to-day of the account and think about the broader health of the customer and the business.

• Experience managing large complex, high-value or high visibility accounts.

• Ability to develop a strategic plan, align with executive-level stakeholders, and navigate complex organizational politics to ensure success and growth.

• Highly proficient in analyzing customer data to identify trends, predict risk, and measure the impact of CSM activities.

• Act as the go-to expert and mentor for other CSMs, especially new hires or junior members. This involves providing guidance on difficult account situations, sharing best practices, and helping colleagues develop their skills without being their direct manager.

• Possesses broad product and domain expertise. They should be seen as a trusted advisor, capable of discussing complex use cases and industry trends.

• Demonstrate executive-level presentation, written, and verbal communication skills.

• Ability to articulate not just what customers are asking for, but why it matters to their business

• Proficiency in program management. Ability to lead strategic, cross-functional initiatives related to customer experience

• Ability to develop strong relationships with leaders and key stakeholders in other departments (Sales, Product, Engineering).

Minimum Requirements

• Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture.

• Experience in the Professional Services or Technology industry.

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

• Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers.

• Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level.

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

• Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Preferred Requirements

• Experience with Salesforce Clouds - Sales, Service and Data Cloud.

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

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

• Experience working with Enterprise-level customers in the Professional Services or Technology industry.

Note: This role is office-flexible, and the expectation is to be in office 3 days per week (Dallas/Austin, Chicago/Indianapolis, Atlanta, New York City).

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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.