Senior Customer Success Manager

Senior Customer Success Manager

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.

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.

Role Description

Customers who purchase the Signature Success Plan receive enterprise support from our most skilled experts. As a Customer Success Manager (CSM), 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, potential risks, and value drivers. With continuous focus on customers’ business needs, you help improve their technical and operational health, enabling them to realize maximum value from their Salesforce investment.

You will act as the point of contact for major customer incidents, managing expectations and communications through resolution. These activities enable proactive customer success through platform optimization, especially during peak events.

Your Impact

• Serve as the single point of customer accountability responsible for orchestrating all Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision‑makers within organizations that have purchased Signature.
• Coordinate completion of the Signature Success catalog of services as required.
• Provide timely, proactive Salesforce feature guidance based on customer interests.
• Act as an advisor on adoption of new Salesforce features, identifying potential challenges and risks.
• Communicate the value of Signature Success, ensuring collaborators understand this value for renewals.
• Advocate for customers during triage and resolution of high‑severity cases.
• Travel to customer sites occasionally and be available for after‑hour or weekend coverage as needed.

Minimum Requirements

Preferred Requirements

Benefits & Work Environment

Role is office‑flexible; expectation to be in office 3 days per week.

Benefits include time‑off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and employee stock purchase program.

Accommodations : If you require assistance due to a disability, please submit a request via the Accommodations Request Form.

Posting Statement : Salesforce is an equal opportunity employer. We are committed to inclusion, non‑discrimination, and merit‑based hiring. For details, see Salesforce Benefits.

For California-based roles, the base salary range for this position is $177,600 to $244,200.

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