Customer Success Manager, Senior Manager - Core Clouds (Sales & Service)

Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. to level-up your career at the company leading workforce transformation in the
Agentforce is the future of AI, and you are the future of Salesforce.

The Customer Success Manager, Senior Manager is a customers. continual focus on the customer’s business goals to improve their adoption,
Salesforce investment. necessary to advance the customer’s core business goals. customer solutions.

We are looking for candidates who have experience supporting customers in one or more of the following industries: pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform (Direct experience with Health Cloud and/or Life
Sciences Cloud strongly preferred). Financial Services (FINS)

• Partners with

Strategic Accountability and Account Leadership ROI-Driven Engagement: translate directly into tangible value for the customer.

Management: Effectively own the Signature experience across complex, multi-org customers. integrating customer priorities and timelines into comprehensive success plans. customer, connecting all the dots. customer needs and drawing expert resources into customer situations as needed.
Align the Account Success team and internal stakeholders around the customer’s business and technical goals, ensuring value delivery through the
Agentic Workflow Design: Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building.

AI): Determining which customer segments or tasks require high-touch human coverage vs.
“always-on” AI support.

Stakeholder Management: Cultivate and maintain relationships with customer IT customer goals to build deep rapport. customer’s and Salesforce’s internal organizational dynamics to achieve results.
Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals. adapting established solutions to solve complex customer problems.

Customer
Advocacy: Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success. Develop a strong working knowledge of Salesforce’s major solutions and a “sales pitch” understanding of the rest. insight to position customers for future success. team members to help accelerate their personal development and contribute subject matter expertise internally within Salesforce.

Domain Expertise and Risk
Mitigation Risk Management: Act as the leader in identifying problems. the Red Accounts Escalation Play and Case Oversight && Incident Management processes when high-value renewals or Go-Live dates are at risk. AI Governance &&
Guide customers through governance frameworks, best practices for
Trust Layer, and implementation of safety-by-design principles.

Synthesis: Can use AI tools for account-level pattern recognition and access
Root Cause Analysis: preferably with 5-6 years of relevant industry expertise in Customer Success,
SaaS platform use, or related strategic consulting fields. effectively at all levels, including executive and C-level. clarify the roles and responsibilities of collaborators and serve as the central
Cloud/Platform
Requirements: 5-6 years experience supporting customers using Sales Cloud and
Service Cloud.

Certifications: Sales Cloud Consultant, Service Cloud Consultant,
Sales Cloud: Sales
Engagement, High Velocity Features, Einstein AI (lead/opportunity scoring, forecasting) Service Cloud: Omni-Channel, Service Cloud Voice, Digital
Engagement (messaging, chat), Field Service Lightning, Einstein AI (case routing, chatbots, predictive service) Preferred Requirements Additional
Salesforce product certifications are a plus (AI Associate, Platform App
Builder, Data 360 Specialist, Agentblazer, CPQ Specialist, Field Service
Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification,
Sales
Cloud: sales effectiveness, revenue operations strategy, territory management, collaborative forecasting, pipeline inspection tools Service Cloud: customer service transformation, contact center operations, telephony integrations, IVR systems, workforce management tools Financial Services Cloud: Client and
Household data model, Actionable Relationship Center (ARC), Compliant Data
Sharing, Financial Accounts && Goals, and integration with core Sales and Service
Cloud capabilities Experience supporting enterprise sales organizations and complex sales processes Understanding of sales (MEDDIC, Challenger, Solution
Selling) and service (ITIL, customer success frameworks) methodologies and appropriate configurations.

Knowledge of Agentforce SDR && Service Agent and
AI-powered selling/service capabilities.

Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

Your Potential When you join Salesforce, you’ll be limitless in all areas of
Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. deliver amazing experiences that customers love. the future — but to redefine what’s possible — for yourself, for AI, and the application or the recruiting process, please submit a request via this
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It means that at Salesforce, we believe in equality expression or identity, transgender status, age, disability, veteran or marital policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. hiring, and promotion decisions at Salesforce are fair and based on merit. workforce, recall, training, and education. compensation, equity, and benefits.

Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. At Salesforce, include company bonus, incentive for sales roles, equity or benefits, as
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