Customer Success Manager - State East & Local

Salesforce is an AI CRM company focused on helping organizations drive customer success through trusted technology and innovation. The Customer Success Manager will serve as a trusted advisor for high-value Signature Success Plan customers, aligning technical and business goals, driving adoption, managing risks, and supporting renewal and expansion. The role will coordinate customer deliverables, stakeholder relationships, platform health, enablement, and strategic success planning.

Responsibilities

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing
• Share best practices for sales and service process optimization, data quality, and customer experience
• Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams
• Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores)
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems
• Solidify partnership commitments and drive innovation aligned with customers' business challenges
• Increase customer engagement with products and services and identify major political barriers to customer success
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance
• Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput
• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring
• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans
• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention
• Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities
• Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask ** effective diagnosis questions**, and align platform features with customer priorities and roadmaps
• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement
• Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue
• Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities
• Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making
• Escalate complex automation, data model, routing, or integration questions to technical resources

Preferred

• **Service Cloud Consultant certifications.**
• **Salesforce Admin + Service Cloud Consultant certification.**
• **Data Cloud experience/certification.**
• Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer)
• Understanding of Service Cloud integrates with telephony, chat, messaging, and self-service portals
• Understanding of Einstein AI for Service (case routing, chatbots, predictive service)
• Prior team-lead, mentor, or management experience
• Service Cloud Consultant Certification
• Salesforce Administrator Certification
• Data Cloud Experience
• Data Cloud Certification
• AI Associate Certification
• Advanced Administrator Certification
• Platform App Builder Certification
• Data 360 Specialist Certification
• Agentblazer Certification
• Service Cloud Integrations
• Telephony Integration
• Chat Integration
• Messaging Integration
• Self-Service Portals
• Einstein AI for Service
• Case Routing
• Chatbots
• Predictive Service
• Team Leadership
• Mentoring

Benefits

• Time off programs
• Medical insurance
• Dental insurance
• Vision insurance
• Mental health support
• Paid parental leave
• Life insurance
• Disability insurance
• 401(k)
• Employee stock purchasing program

Company

• AI customer relationship management platform
• San Francisco, California, USA
• https://www.salesforce.com/
• Founded in 1999
• 10001+ employees

Qualifications

• 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
• 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
• 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
• 3-4 years experience with **deep Salesforce Service Cloud expertise.**
• Knowledge of advanced **Service Cloud features: Omni-Channel,** Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning
• **Service Cloud Consultant certifications.**
• **Salesforce Admin + Service Cloud Consultant certification.**
• **Data Cloud experience/certification.**
• Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer)
• Understanding of Service Cloud integrates with telephony, chat, messaging, and self-service portals
• Understanding of Einstein AI for Service (case routing, chatbots, predictive service)
• Prior team-lead, mentor, or management experience
• 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.

Required skills

• Salesforce Service Cloud, Omni-Channel, Service Cloud Voice, Digital Engagement, Field Service Lightning, Salesforce Service Cloud Consultant Certification, Salesforce Administrator Certification, Salesforce Data Cloud, Einstein AI for Service, SaaS Customer Success, AI Literacy, Prompt Engineering, Consulting, Stakeholder Management

Preferred skills

• **Service Cloud Consultant certifications.**, **Data Cloud experience/certification.**, Prior team-lead, mentor, or management experience

Experience

• 5+ years