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

Responsibilities

• Our Customer Success team partners with Salesforce’s highest-value customers to help them get the most from their Salesforce investment
• As a Customer Success Manager aligned to our Technology, Media, and Telecommunications segment, you’ll serve as a trusted advisor and single point of accountability, guiding customers through strategic priorities, platform adoption, and long-term value realization
• Own the full Signature Success experience for your customers - from coordinating entitled deliverables to driving adoption of Sales Cloud and Service Cloud - so customers see measurable business outcomes throughout their lifecycle
• Build and sustain trusted relationships with business and technical stakeholders, including executive sponsors, translating platform capabilities into strategies that align with each customer’s goals and roadmap
• Monitor platform health, track adoption metrics, and lead proactive reviews that surface release recommendations, flag risks, and protect customers during critical business moments like peak revenue periods
• Use AI tools and agent-based workflows to streamline success planning, health monitoring, and QBR preparation, and actively develop fluency in autonomous agent capabilities through ongoing learning

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

Qualifications

• You have hands‑on experience supporting customers on Sales Cloud and Service Cloud, including core features like opportunity management, forecasting, case management, and Omni‑Channel routing
• Experience with adoption and renewal motions in a multi‑product environment
• You’re skilled at facilitating business conversations, handling objections, and influencing stakeholders at all levels, including the C‑suite, in clear and confident terms
• Proven experience managing large, complex enterprise accounts with multiple stakeholders
• You hold Salesforce certifications such as Sales Cloud Consultant, Service Cloud Consultant, Administrator, or AI Associate
• You have experience with Einstein for Sales or Service features, including lead scoring, case classification, and article recommendations
• You’re familiar with how Sales Cloud integrates with marketing automation tools and how Service Cloud connects with telephony, chat, and self‑service portals
• Experience working on digital transformation or cloud migration initiatives
• 8+ years in Customer Success, Account Management, or a strategic customer‑facing SaaS role