Customer Success Manager - Core Solutions Signature Success Plan

Customer Success Manager (CSM) – 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 such as 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, Service, and Operations
  • 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 activities
• Applies 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

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Any employee or potential employee will be assessed on the basis of 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. This policy applies to recruiting, hiring and all other employment decisions. Recruiting, hiring and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotion, transfer, reduction in workforce, recall, training and education.