Customer Success Manager

Customer Success Manager (CSM) – Core Solutions Signature Success Plan

À propos du rôle

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Customer Success Manager - Core Solutions Signature Success Plan

About The Role

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 a Customer Success Manager (CSM) for Core Solutions ( Sales Cloud, Service Cloud, DATA 360) , you will serve as a named resource and partner for Salesforce's customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers' business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce Core investment.

Your Impact

Orchestration & Accountability

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion
• Orchestrate the Signature experience for your customer, coordinating across internal teams and stakeholders
• Choose when and how to engage clients based on ROI
• Organize information across multiple work streams and integrate customer priorities and timelines into plans
• Take proactive ownership of customer needs and draw expert resources into customer situations as needed

Trusted Advisor & Relationship Management

• Cultivate and maintain stakeholder relationships with the customer's IT and business leadership, sponsors, and decision-makers within customer organizations that have purchased Signature
• Demonstrate genuine commitment to customer goals to build rapport
• Combine Salesforce Core Cloud knowledge with business insight to deliver effective recommendations
• Navigate the customer's and Salesforce's internal dynamics to achieve results
• Advance the customer's core business goals through insight and resources
• Effectively amplify the voice of the customer with internal teams

Value Realization & Business Outcomes

• Help your customers achieve their business goals and outcomes on the Salesforce platform by:
• Coordinating the completion of the Signature Success catalog of services
• Providing timely, proactive Salesforce feature guidance based on customer areas of interest
• Acting as an advisor for the adoption of new features across Salesforce's annual release schedules, identifying potential challenges and risks
• Acting as a strategic advisor for the adoption of Agentic AI and Agentforce within their business processes, guiding customers on how autonomous agents can augment workflows across Sales, Service, and Operations — considering technology readiness, workforce impact, data governance, and responsible AI use
• Helping customers identify and articulate the business value of AI-powered use cases, including predictive insights, automated actions, and intelligent assistants built on the Salesforce Einstein and Agentforce platforms
• Developing and evangelizing Salesforce Core Cloud and Data Cloud use cases that drive customer value
• Leveraging industry insight to position customers for future success

Customer Success & Engagement

• Align the Account Success team and internal stakeholders around customer business and technical goals, ensuring value is delivered through Signature
• Estimate and communicate the value of Signature Success, ensuring all collaborators understand this value so customers continue to renew
• Act as an advocate during the triage and resolution of high-severity cases
• Craft engagement charters with clearly specified goals and metrics, with follow-up value realization
• Serve as the central resource for the team and the customer, connecting all the dots

Minimum Requirements

Languages

• Full professional level of English and French

Experience & Background

• Proven work experience in one or more of the following: CSM in Tech Companies, Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, or solutions architecture
• Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing CRM platform
• Hands-on familiarity with Salesforce Data Cloud (formerly CDP 360) and data-driven customer engagement strategies
• Familiarity with AI and Agentic use cases in a CRM or enterprise context, including exposure to tools like Einstein, Agentforce, or equivalent AI-driven platforms
• Proven experience in system integration or management consulting services
• Experience leading cross-functional teams to facilitate the resolution or disposition of customer needs or projects

Technical & Functional Skills

• Strong working knowledge of Salesforce Core Cloud solutions (Sales Cloud, Service Cloud) and capabilities
• Solid understanding of Data Cloud architecture, data modeling, and unified customer profile concepts
• Ability to connect Data Cloud use cases to business outcomes across Sales, Service, and marketing scenarios
• Understanding of Core Cloud use cases, with willingness and ability to develop them further
• AI & Agentic Intelligence:
• Understanding of AI concepts including machine learning, generative AI, and responsible/ethical AI use
• Ability to articulate the business value of Agentic AI use cases for customers across Sales (e.g., AI-driven pipeline management, auto-summarization), Service (e.g., autonomous case resolution, intelligent routing), and Operations (e.g., workflow automation, data enrichment)
• Data literacy including data modeling, data strategy, and analytics

Communication & Business Skills

• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level
• Skills for analyzing technical concepts and translating them into business terms
• Ability to explain complex technical concepts in customer-friendly language, and translate customer needs to internal partners
• Adapts established solutions to solve customer problems

Behavioral Competencies

• Demonstrates a growth mindset (e.g., willingness to step into unfamiliar situations)
• Questions assumptions to uncover root causes and reveal new opportunities
• Identifies own learning needs and pursues challenging/stretch learning activitiesApplies knowledge and new information in a timely manner to enhance the customer's experience
• Persists in the face of adversity and disappointment
• Mentors team members to help accelerate their personal development

Additional Information

Signature Footprint: Single Cloud (Core), Simplified Relationship Management

Travel & Availability: The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer's need.

Customer Success Manager (CSM) – Core Solutions Signature Success Plan

À propos du rôle

Le Signature Success Plan est destiné à nos clients qui souhaitent tirer le meilleur parti de Salesforce grâce à un support d'entreprise rapide, délivré par nos experts les plus qualifiés. En souscrivant à Signature, nos clients débloquent notre niveau de partenariat le plus profond, une expertise de pointe et des outils pour rester agiles.

En tant que Customer Success Manager (CSM) pour les solutions Core (Sales Cloud, Service Cloud, DATA 360), vous serez une ressource dédiée et un partenaire stratégique pour les organisations clientes de Salesforce. Conseiller de confiance, vous forgerez des relations approfondies avec vos clients et les équipes de compte, tout en restant attentif aux événements clés, aux besoins, aux risques potentiels et aux leviers de valeur. Avec une attention constante portée aux enjeux business du client, vous aiderez à améliorer leur santé technique et opérationnelle globale, leur permettant ainsi de maximiser le retour sur investissement de leurs solutions Salesforce Core.

Votre Impact

Orchestration et Responsabilité

• Être le point de contact unique et responsable de l'orchestration de tous les livrables Signature, de l'expérience client, du renouvellement et de l'expansion.
• Coordonner l'expérience Signature en collaborant avec les équipes internes et les parties prenantes.
• Choisir quand et comment engager les clients en fonction du ROI.
• Organiser l'information à travers plusieurs flux de travail et intégrer les priorités et les délais du client dans les plans d'action.
• Assumer de manière proactive la responsabilité des besoins du client et mobiliser les ressources expertes nécessaires.

Conseiller de confiance et Gestion de la relation

• Cultiver et maintenir des relations avec les parties prenantes (DSI, directions métiers, sponsors et décideurs) au sein des organisations clientes Signature.
• Démontrer un engagement authentique envers les objectifs du client pour instaurer un climat de confiance.
• Combiner la connaissance des solutions Salesforce Core avec une vision business pour fournir des recommandations efficaces.
• Naviguer dans les dynamiques internes (client et Salesforce) pour obtenir des résultats.
• Faire progresser les objectifs business du client grâce à des insights et des ressources adaptés.
• Amplifier efficacement la voix du client auprès des équipes internes.

Réalisation de la valeur et Résultats métier

• Aider vos clients à atteindre leurs objectifs business sur la plateforme Salesforce en :
• Coordonnant la réalisation du catalogue de services Signature Success.
• Fournissant des conseils proactifs sur les fonctionnalités Salesforce en fonction des centres d'intérêt du client.
• Agissant comme conseiller pour l'adoption des nouvelles fonctionnalités lors des trois mises à jour annuelles de Salesforce, en identifiant les défis et risques potentiels.
• Servant de conseiller stratégique pour l'adoption de l'IA Agente (Agentic AI) et d'Agentforce au sein de leurs processus métier ; guider les clients sur la façon dont les agents autonomes peuvent optimiser les flux de travail (Vente,