Senior Customer Success Manager

About the role

The Customer Success team within Signature Success is seeking a senior‑level Customer Success Manager to act as the primary contact for Salesforce’s largest and most high‑profile customers. You will partner with a small portfolio of accounts, focusing on their business goals and ensuring they derive maximum value from their Salesforce investment.

Key responsibilities

• Serve as the single point of accountability for all Signature Success deliverables, renewals and expansions for assigned accounts.
• Maintain awareness of customers’ key events, needs, risks and value drivers, and proactively guide them through peak events.
• Act as trusted advisor, translating business requirements into Salesforce solutions and driving adoption of new platform features.
• Coordinate quarterly reviews, identify trends and provide tailored release recommendations to ensure platform stability and performance.
• Collaborate with internal teams (Sales, Engineering, Product Management) and external partners/ISVs to resolve high‑severity incidents and deliver proactive support.

Required profile

• 5+ years of experience in technical customer success, SaaS platform management, technology consulting or solutions architecture.
• Exceptional communication and presentation skills, with the ability to influence executives and C‑level stakeholders.
• Proven ability to build strong relationships, manage cross‑functional teams and drive customer outcomes.
• Willingness to provide occasional after‑hours or weekend coverage based on customer needs.

Required skills

• Deep knowledge of the Salesforce platform, including Core Cloud features and the Signature Success service catalog.
• Experience with Salesforce product suite, annual release cycles and feature adoption.
• Salesforce product certifications (preferred but not mandatory).