The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers. This role acts as a primary strategic partner, who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment. Ensuring the seamless delivery of all deliverables necessary to advance the customer’s core business goals. The Senior Manager is required to integrate multiple products or processes to create effective customer solutions.
Key Responsibilities
Strategic Accountability and Account Leadership
ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.
Complex Program Management: Effectively own the Signature experience across complex, multi-org customers.
This involves organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans.
Resource Mobilization: Act as the central resource for the team and the customer, connecting all the dots. This includes proactively taking ownership of customer needs and drawing expert resources into customer situations as needed.
Engagement Charter: Craft a explicit engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
Business Value Integration: Align the Account Success team and internal stakeholders around the customer's business and technical goals, ensuring value delivery through the Signature offer.
Agentic Workflow Design: Designing multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building.
ROI Segmentation (Human vs. AI): Determining which customer segments or t