Senior Manager, Customer Success Management - Player-Coach

Salesforce
Bangkok
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Executive presence","Relationship management","Coaching","Consultative guidance","Stakeholder communication"]

Own and manage a small set of strategic Enterprise customer accounts as the primary CSM and executive advisor. Build and execute Success Plans, drive adoption, and deliver Signature Success outcomes including proactive engagements and escalation management. Lead and coach a team of Customer Success Managers, ensuring health/risk tracking and engagement cadences meet standards while driving retention, renewals, adoption, and customer satisfaction. Partner cross-functionally to remove blockers and support team hiring and development.

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FursaFursa
Salesforce
Salesforce
6 days ago

Senior Manager, Customer Success Management - Player-Coach

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Own and manage a small set of strategic Enterprise customer accounts as the primary CSM and executive advisor. Build and execute Success Plans, drive adoption, and deliver Signature Success outcomes including proactive engagements and escalation management. Lead and coach a team of Customer Success Managers, ensuring health/risk tracking and engagement cadences meet standards while driving retention, renewals, adoption, and customer satisfaction. Partner cross-functionally to remove blockers and support team hiring and development.
Location: Bangkok
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Own and manage strategic Enterprise accounts as the primary CSM and trusted advisor to executive stakeholders.
  • •Build and execute Success Plans, drive adoption, and deliver Signature Success commitments including proactive engagements and escalation management.
  • •Identify expansion, renewal risk, and value-realization opportunities within owned accounts.
  • •Lead, coach, and develop a team of Customer Success Managers; set goals and provide regular coaching and feedback.
  • •Oversee team portfolio health by ensuring Success Plans, engagement cadences, and health/risk tracking meet operational standards; report and escalate risk.

Key Requirements

  • •Experience as a Customer Success Manager in an Enterprise/Signature or strategic account context.
  • •Strong technical Salesforce CRM skillset with relevant Salesforce certifications, plus consulting or project management experience.
  • •Team-lead experience preferred, ideally in a player-coach capacity.
  • •Strong executive presence and relationship-management skills with C-level stakeholders.
  • •Fluency in Thai or Vietnamese, with strong command of English (written and spoken).
Skills:Executive presenceRelationship managementCoachingConsultative guidanceStakeholder communication
Certifications:Salesforce certifications
Languages:ThaiVietnameseEnglish
Tech Stack:Salesforce CRMSalesforce

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
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