Customer Success Manager - Core Solutions Signature Success Plan

About Salesforce

Salesforce is a leading AI‑enabled customer relationship management platform that blends human agents with intelligent automation to drive customer success. It values ambition, action, trust, and innovation.

About the Role

As a Customer Success Manager (CSM) for Core Solutions (Sales Cloud, Service Cloud, Data 360) within the Signature Success Plan, you will serve as a named resource and partner for Salesforce's customer organizations. You are a trusted advisor, forging deep relationships with customers and account teams, staying aware of key events, needs, risks, and value drivers, and helping them realize maximum value from their Salesforce Core investment.

Responsibilities

Orchestration & Accountability

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

Trusted Advisor & Relationship Management

• Maintain relationships with the customer's IT and business leadership, sponsors, and decision‑makers, demonstrating genuine commitment to customer goals.
• Combine Salesforce Core Cloud knowledge with business insight to deliver effective recommendations.
• Navigate the internal dynamics of both the customer and Salesforce to achieve results.
• Advance the customer's core business goals through insight and resources, amplifying the voice of the customer within internal teams.

Value Realization & Business Outcomes

• Coordinate the completion of the Signature Success catalog of services.
• Provide timely, proactive Salesforce feature guidance based on customer interests.
• Advisory on the adoption of new features during Salesforce's annual release schedules, identifying potential challenges and risks.
• Strategic advisory for the adoption of Agentic AI and Agentforce, guiding customers on how autonomous agents can augment workflows in Sales, Service, and Operations while considering technology readiness, workforce impact, data governance, and responsible AI use.
• Help customers identify and articulate the business value of AI‑powered use cases, including predictive insights, automated actions, and intelligent assistants built on Salesforce Einstein and Agentforce.
• Develop and evangelize Salesforce Core Cloud and Data Cloud use cases that drive customer value.
• Leverage 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.
• Act as an advocate during the triage and resolution of high‑severity cases.
• Create engagement charters with clearly specified goals and metrics, with follow‑up value realization.
• Act as the central resource connecting all team and customer touchpoints.

Travel & Availability

The CSM may be required for occasional travel to customer sites and may need to be available for after‑hour or weekend coverage, depending on customer needs.

Signature Footprint

Single Cloud (Core), Simplified Relationship Management.

Minimum Requirements

• Languages: Full professional level of English and French.
• Experience & Background: Proven work experience in one or more of the following areas: 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 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, Service, and Operations; data literacy including data modeling, data strategy, and analytics.
• Communication & Business Skills: Exceptional communication and presentation skills; ability to influence at all organizational levels, including executive and C‑level; ability to translate technical concepts into business language and adapt established solutions to solve customer problems.
• Behavioral Competencies: Growth mindset, questioning assumptions, pursuing learning opportunities, persisting in adversity, and mentoring team members.

Equal Employment Opportunity

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. The same applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Hiring decisions are based on merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.