Customer Success Manager - Core Clouds

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce 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. The world of work as we know it is changing and 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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.What You’ll Actually Be Doing
Customer Accountability and Value Alignment
Serve as the single point of customer accountability for all Signature deliverables, the overall customer experience, and renewal and expansion, overseeing the experience throughout the Signature lifecycle. Align with and manage Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer. Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing, and share best practices for sales and service process optimization, data quality, and customer experience.Strategic Advisory and Stakeholder Management
Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams, tracking usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores) and conducting quarterly reviews of feature usage. Develop strong relationships at key stakeholder levels, including executive-level relationships within customer IT and business leadership, acting as a trusted advisor by understanding the customer’s business model and applying proven solutions to their problems.Technical Health, Adoption, and Risk Management
Use AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring, and use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention. Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. Serve as the primary interface for major incidents (e.G., checkout failures or email deliverability drops), and elevate complex automation, data model, routing, or integration questions to technical resources.You’re Our Person If...
Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields.3-4 years experience supporting customers using Sales Cloud and Service Cloud, with working knowledge of core features: Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing.Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes, and familiarity with Sales Cloud automation (workflows, process builder, flows) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros).Even Better If...
Sales Cloud Consultant and Service Cloud Consultant certifications, plus additional Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions).Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self-service portals.Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. 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 current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training assessment of job performance, discipline, termination and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training and education. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. For British Columbia-based roles, the base salary hiring range for this position is CAD 115,200 to CAD 158,400. For Ontario-based roles, the base salary hiring range for this position is CAD 115,200 to CAD 158,400 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. This posting is to fill a vacancy on our team, unless otherwise noted.If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.
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