Senior Manager, Customer Success Manager (CSM), NGO

Salesforce
Chicago, Washington, New York, Atlanta, Indianapolis
Workplace: HybridFull timeUSD 123,100 - 186,300 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Communication","Stakeholder management","Strategic advisory","Problem diagnosis","Prioritization"]

Own customer accountability for the Signature Success Plan, coordinating deliverables across its lifecycle and aligning business and technical stakeholders to drive renewal and expansion. Provide strategic advisory to nonprofit and mission-driven NGO customers, translating goals into seamless Marketing & Commerce customer journeys. Lead adoption and risk management through quarterly feature usage reviews, incident management, and AI-driven health monitoring—while guiding customers to deeper Salesforce maturity and platform outcomes.

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FursaFursa
Salesforce
Salesforce
3 hours ago

Senior Manager, Customer Success Manager (CSM), NGO

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own customer accountability for the Signature Success Plan, coordinating deliverables across its lifecycle and aligning business and technical stakeholders to drive renewal and expansion. Provide strategic advisory to nonprofit and mission-driven NGO customers, translating goals into seamless Marketing & Commerce customer journeys. Lead adoption and risk management through quarterly feature usage reviews, incident management, and AI-driven health monitoring—while guiding customers to deeper Salesforce maturity and platform outcomes.
Location: Chicago, Washington, New York, Atlanta, Indianapolis
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Serve as the single point of customer accountability for Signature deliverables, customer experience, renewal, and expansion.
  • •Coordinate Signature deliverables and align business value with technical goals across customer business and IT stakeholders.
  • •Provide trusted-advisor guidance and drive innovation aligned to customer business challenges and priorities.
  • •Conduct quarterly reviews of feature usage to drive adoption, identify underutilized entitlements, and recommend releases for stability and performance.
  • •Act as primary interface for major incidents and protect peak revenue, while using AI literacy for health monitoring and early concern detection.

Pay and Benefits

Salary: USD 123,100 - 186,300 annually
Perks:Time OffHealth InsuranceDentalVisionPaid ParentalLife InsuranceDisability Insurance401kEquity

Key Requirements

  • •Minimum 5 years of industry expertise in Customer Success, SaaS platforms, and Marketing/Commerce operations.
  • •Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences.
  • •Minimum 6 years of professional experience in customer-facing roles.
  • •4 years supporting customers using Marketing Cloud, plus Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training credentials.
  • •Experience with nonprofit/mission-driven organizations and/or grant-funded programs; Salesforce product certifications are a plus.
Experience:5+ yearsSaaSCustomer successMarketing/commerce operationsNonprofitInternational development
Skills:CommunicationStakeholder managementStrategic advisoryProblem diagnosisPrioritization
Certifications:Marketing Cloud (Email Specialist, Engagement Foundations)Data 360 SpecialistPlatform App BuilderSalesforce Platform AdministratorAgentblazer Champion Status
Tech Stack:SalesforceSales CloudMarketing CloudCommerce CloudJourney BuilderCommerce PromotionsData CloudEmail SpecialistEngagement FoundationsForecastingPipeline InspectionAgentforceAgentblazer

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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Glassdoor: 4.1
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