Customer Success Manager, Senior Manager

Salesforce
Denver
Workplace: OnsiteFull timeUSD 150,100 - 227,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Consulting","Stakeholder management","Communication","Problem-solving","Advisory"]

Own customer accountability for the Signature Success Plan, ensuring high-value customers achieve measurable ROI across the full lifecycle. Coordinate business and technical stakeholders, align Business Value and Technical Goals, and drive renewal and expansion. Lead enablement, track usage and CSAT metrics, and provide strategic advisory. Build AI literacy around Agentforce workflows, monitor health signals, and escalate complex technical questions while driving adoption of Sales/Service Cloud capabilities.

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FursaFursa
Salesforce
Salesforce
3 days ago

Customer Success Manager, Senior Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Own customer accountability for the Signature Success Plan, ensuring high-value customers achieve measurable ROI across the full lifecycle. Coordinate business and technical stakeholders, align Business Value and Technical Goals, and drive renewal and expansion. Lead enablement, track usage and CSAT metrics, and provide strategic advisory. Build AI literacy around Agentforce workflows, monitor health signals, and escalate complex technical questions while driving adoption of Sales/Service Cloud capabilities.
Location: Denver
Workplace: Onsite
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, overall customer experience, and renewal/expansion.
  • •Coordinate Signature lifecycle deliverables, ensure correct processes are applied, and manage urgent activities with basic plans to avoid missed steps.
  • •Align Business and Technical Stakeholders to drive the Signature offer, including adoption of Sales and Service Cloud features and building executive-level relationships.
  • •Track and act on usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT).
  • •Monitor customer health using AI-driven sentiment/intent signals, conduct quarterly reviews and release recommendations, and escalate complex automation, data model, routing, or integration questions.

Pay and Benefits

Salary: USD 150,100 - 227,000 annually
Perks:MedicalDentalVisionHealth InsuranceParental Leave401kLife InsuranceDisability Insurance

Key Requirements

  • •5-7+ years of relevant Customer Success, SaaS platform, or related industry experience.
  • •Strong consulting skills to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
  • •Ability to communicate clearly and translate technical issues for diverse audiences.
  • •Experience with Salesforce Service Cloud, including 3-4 years of deep Service Cloud expertise.
  • •Knowledge of advanced Service Cloud features such as Omni-Channel, Service Cloud Voice, Digital Engagement (messaging/chat), and Field Service Lightning.
Experience:5+ yearsSaaS
Skills:ConsultingStakeholder managementCommunicationProblem-solvingAdvisory
Certifications:Service Cloud ConsultantSalesforce AdminData CloudAI AssociateAdministratorAdvanced AdministratorPlatform App BuilderData 360 SpecialistAgentblazer
Tech Stack:SalesforceSalesforce Service CloudOmni-ChannelService Cloud VoiceDigital EngagementField Service LightningJourney BuilderCommerce PromotionsEinstein AI for ServiceData CloudAgentforceAI agentsOmni-channel routingChatbots

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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