Customer Success Manager, Salesforce
Core Clouds
2 days a week in office
World's leading CRM provider
Open for applications
World's leading CRM provider
1001+ employees
Open for applications
2 days a week in office
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- Minimum of 6 years work experience in one or more of the following: Customer Success, SaaS platform use or project leadership, Technology Consulting, and Technology Solutions Development
- Strong knowledge of Salesforce product and platform features, capabilities and use cases
- Salesforce product certifications are strongly desired (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant, Marketing Cloud Specialist, Commerce Cloud & Heroku)
- Able to articulate the importance and value of Governance to Business and IT executives
- Ability to prioritize, multitask and engage dynamically with customers
- Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners, as well as mapping business requirements into technical features
- Ability to analyze customer’s usage data and health indicators to identify opportunities for improvement and translate into actionable recommendations with a path for success
What the job involves
- The Customer Success Manager serves as a named resource and partner for the Salesforce Signature customer organizations
- They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion
- They develop deep relationships with their customers’ team members and pair that with relevant industry knowledge to improve implementation health
- This role will also partner across Salesforce to provide a unified Signature experience for their customers
- Single point of customer relationship accountability
- Responsible for orchestration of all Signature deliverables, experience and renewal
- Delivery of some Signature engagements including: Success Path, Success Path Review, and Release Readiness
- Primary focus is on improving Customer Health using Customer Success Score and other indicators to communicate actionable recommendations on Adoption, Engagement, and Technical Health
- Deep customer intimacy with relevant industry knowledge
- Executive and decision-maker relationship building
- Possesses basic knowledge of customer’s tech stack and relevant Salesforce certifications
- Collaborate with the customer account team in order to help customers achieve their objectives and identify growth opportunities with sales executive
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist
Insights
Some candidates hear
back within 2 weeks
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company values
- Trust - We earn the trust of our customers, employees, and extended family through transparency, security, compliance, privacy, and performance. And we deliver the industry’s most trusted infrastructure
- Customer Success - So we champion them to achieve extraordinary things. We innovate and expand our business offerings to provide all our stakeholders with new avenues to achieve ever greater success
- Innovation - Our customers’ input helps us develop products that best serve their business needs. Providing continual technology releases and new initiatives gives our customers a competitive advantage
- Equality - We believe everyone should be seen, heard, valued, and empowered to succeed. Hearing diverse perspectives fuels innovation, deepens connections between people, and makes us a better company
- Sustainability – We are committed to bringing the full power of Salesforce to accelerate the world’s journey to net zero
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
People progressing
Joined as Recruiting Director - Futureforce University Recruiting, EMEA, and was promoted to Senior Director - EMEA & LATAM Recruiting, Futureforce after 3 years, and then again to Senior Director - Recruiting after 2 years. Now serve as COO - Employee Success EMEA.
Salary benchmarks
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Diversity & Inclusion at Salesforce
- Our goals:
- 50% of our U.S. employees will be made up of underrepresented groups (Women, Black, Latinx, Indigenous, Multiracial, LGBTQ+ employees, People with Disabilities, and Veterans) by 2023
- Double the U.S. representation of Black leaders (VP+) and increase our representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) leaders by 50% by 2023
- 50% increase our U.S. representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) employees by 50% by 2023
- We’ve met our representation goal nearly a full year early – today, 50.7% of our U.S. employees are members of underrepresented groups
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