Customer Success Manager, Senior Manager

Salesforce
Sydney
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Stakeholder management","Influencing","Risk management","Mentorship"]

Own the Signature customer experience across complex, multi-org accounts, translating customer priorities into comprehensive success plans and ensuring successful delivery of key deliverables. Serve as trusted advisor to IT and business executives, mobilize resources, manage risk around renewals and go-lives, and align teams to business and technical goals. Leverage Salesforce product expertise (including Sales/Service Cloud) and domain insight—plus guidance on governance and Trust Layer best practices—to maximize customer value.

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FursaFursa
Salesforce
Salesforce
1 week ago

Customer Success Manager, Senior Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own the Signature customer experience across complex, multi-org accounts, translating customer priorities into comprehensive success plans and ensuring successful delivery of key deliverables. Serve as trusted advisor to IT and business executives, mobilize resources, manage risk around renewals and go-lives, and align teams to business and technical goals. Leverage Salesforce product expertise (including Sales/Service Cloud) and domain insight—plus guidance on governance and Trust Layer best practices—to maximize customer value.
Location: Sydney
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead strategic account ownership for complex Signature customers, integrating priorities into comprehensive success plans.
  • •Act as central resource by connecting internal experts and mobilizing resources to address customer needs.
  • •Align the Account Success team and stakeholders around customer business and technical goals to drive value delivery.
  • •Provide trusted advisory to customer IT and business executives and navigate internal organizational dynamics to reach outcomes.
  • •Manage risks to renewals and go-lives using Red Accounts Escalation Play and Case Oversight/Incident Management processes.

Key Requirements

  • •5-6 years of relevant experience in Customer Success, SaaS platform use, or related strategic consulting fields.
  • •5-6 years supporting customers using Sales Cloud and Service Cloud.
  • •Exceptional communication and presentation skills to influence executive and C-level stakeholders.
  • •Ability to handle objections and drive alignment through complex discussions.
  • •Must serve as a central resource for collaborators with clear technical and business alignment.
Experience:SaaSCustomer successStrategic consultingSalesforce
Skills:CommunicationStakeholder managementInfluencingRisk managementMentorship
Certifications:Sales Cloud ConsultantService Cloud ConsultantSalesforce AdministratorData360 Specialist
Tech Stack:Sales CloudService CloudAgentforceAutomotive CloudData360Trust LayerRed Accounts Escalation PlayCase OversightIncident Management

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
Glassdoor
Glassdoor: 4.1
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