Customer Success Senior Manager

Salesforce
Melbourne
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Presentation","Stakeholder management","Influence","Mentorship","Risk management","Problem-solving","Leadership","Collaboration","Adaptability"]

Own the Signature customer experience for complex, multi-org Financial Services accounts, driving quantifiable business outcomes from ROI-driven engagement to success plan execution. Serve as a central resource to mobilize teams, craft engagement charters with goals and metrics, and ensure seamless delivery of key deliverables. Provide trusted advisory to IT and business executives, guide AI governance and risk mitigation, and mentor others while integrating human and agentic workflows.

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FursaFursa
Salesforce
Salesforce
16 hours ago

Customer Success Senior Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Own the Signature customer experience for complex, multi-org Financial Services accounts, driving quantifiable business outcomes from ROI-driven engagement to success plan execution. Serve as a central resource to mobilize teams, craft engagement charters with goals and metrics, and ensure seamless delivery of key deliverables. Provide trusted advisory to IT and business executives, guide AI governance and risk mitigation, and mentor others while integrating human and agentic workflows.
Location: Melbourne
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Drive strategic, ROI-driven engagement to translate customer activities into tangible value.
  • •Lead complex program management for Signature experience across multi-org customers, integrating priorities and timelines into success plans.
  • •Mobilize resources by connecting internal and expert teams to proactively address customer needs.
  • •Create engagement charters with clear goals and metrics to align internal and external stakeholders.
  • •Provide trusted advisory to customer IT and business executives while guiding AI governance, risk mitigation, and root cause analysis using AI tools when applicable.

Key Requirements

  • •Experienced business professional with relevant industry expertise in customer success, SaaS platforms, or related strategic consulting fields.
  • •Exceptional communication and presentation skills with the ability to influence effectively at executive and C-level.
  • •Ability to handle objections, navigate complex discussions, and drive alignment with persistence.
  • •Ability to clarify collaborators’ roles and responsibilities and act as the central resource for business and technical alignment.
  • •Cloud-specific experience with Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales/Service Cloud Consultant, Data Cloud Specialist) is a plus.
Experience:SaaSCustomer successFinancial ServicesStrategic consulting
Skills:CommunicationPresentationStakeholder managementInfluenceMentorshipRisk managementProblem-solvingLeadershipCollaborationAdaptability
Certifications:AI AssociateSalesforce AdministratorAdvanced AdministratorPlatform App BuilderSales Cloud ConsultantService Cloud ConsultantData Cloud SpecialistEnergy & Utilities Cloud Consultant
Tech Stack:SalesforceAgentforceAI toolsTrust LayerSales CloudService CloudData CloudSignature offerRed 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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