Customer Success Manager (Signature)

About the role

Salesforce is hiring Customer Success Managers (Manager, Senior Manager or Director levels) for its Signature Success Plan customers. These customers want the most value from Salesforce with an enterprise experience and fast support from the most skilled experts. The manager acts as a named resource and partner, orchestrating all deliverables from onboarding through contract renewal and expansion, and developing deep relationships with the customer's team.

Key responsibilities

• Orchestrate the Signature experience for sophisticated, multi-org, single-cloud customers, using single-cloud product expertise and industry-relevant experience.
• Lead Business and Technical stakeholders, the Account Success team and other internal partners to deliver value through Signature.
• Act as the single point of customer accountability for Signature-entitled customers, building strong, trusted relationships.
• Drive Customer Success Score metrics, handle escalations and manage Red Accounts.

Required profile

• Minimum 10+ years of relevant experience in Customer Success, SaaS platforms, project leadership, technology consulting and/or solutions architecture.
• Prior Salesforce experience in solution design, implementation or consulting is mandatory.
• Experience running a Salesforce-related digital transformation programme in banking and financial services is highly desirable.
• Strong consultative skills as a Trusted Advisor, excellent communication and presentation skills, and the ability to handle objections.

Required skills

• Knowledge of Salesforce products, platform features, capabilities and standard methodologies, and enterprise architecture principles.
• Technical expertise with one or more Salesforce clouds (Sales/Service CRM, Agentforce, Data Cloud) in solution design, project delivery or implementation.