Customer Success Manager
Job Description
The Customer Success Manager (CSM) will develop and maintain strong relationships with key customer business and IT partners to ensure that they meet their business goals using the Salesforce platform. The CSM will act as the internal authority for customer value drivers, provide proactive feature guidance, and advise customers on the adoption of new Salesforce features. They will be responsible for ensuring the value of Salesforce’s Signature Success services and will play an important role in customer retention and satisfaction.
Key Responsibilities
- Build relationships with key customer stakeholders to understand their business goals and priorities.
- Act as an advisor to customers regarding the adoption of new Salesforce features, aligning them with their business goals.
- Coordinate the Signature Success catalog of services to ensure customers maximize value from Salesforce.
- Provide proactive Salesforce feature guidance, anticipating customer needs and identifying potential challenges.
- Reinforce the value of technical recommendations and monitoring guidance to improve customer performance.
- Ensure all stakeholders understand the value of Signature Success services for continued renewal and success.
- Manage communication with key customer contacts during disruptions and service degradations, working with internal teams like Signature Support Delivery and the Critical Incident Center for after-hours coordination.
- Drive customer adoption, engagement, and ensure timely execution of deliverables.
Skill & Experience
- Master’s degree (or equivalent experience) in Computer Science, Management Information Systems, Business Administration, Engineering (or related quantitative discipline).
- 3+ years of progressively responsible experience in customer success or related field.
- Strong technical understanding of Salesforce products and services.
- Experience with enterprise-level software implementation and customer success management.
Special Skill Requirements
- JavaScript, Java
- Power BI, Azure, IBM Watson
- AI/ML technologies, REST and SOAP APIs, Microservices
- IBM Middleware, Docker and Kubernetes
- SQL, Tableau, AWS, Automation Anywhere, Enterprise Architecture
