Customer Success Manager (BtoC)

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Customer Success Manager uses deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Customer Success Manager will specialize in one or more line of businesses, a specific cloud or industry to speak the customer language and ensure customer value realization. They are aligned at key stakeholder level, building and fostering positive relationships to help customers progress on their digital journey. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs.
The ideal Customer Success Manager will possess both a Cloud specialization and industry skills that enables them to speak the customer language. 
 

Responsibilities

• Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives

• Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds

• Guide a customer on org strategy, governance and change management best practices based on customer needs

• Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap

• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan

• Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan.

• Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth

• Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & team members

• Working  collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives

• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success

• Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates

Preferred Qualifications & Skills:

• In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry

• Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers

• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections

• Proven understanding of Salesforce product and platform features, capabilities, and best use is highly desired

• Able to articulate the importance and value of Governance to Business and IT executives

• Good understanding of enterprise architecture principles strongly preferred

• Ability to quickly grasp and distinctly explain technological and business concepts

• Fluency in Japanese, and basic English comprehension skills

Leadership Qualities:

PASSION: Passionate about Customer Success
THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, phenomenal storyteller
URGENCY: Ability to adapt quickly and drive business value and results
OHANA: Embodies Aloha culture: A standout colleague that everyone enjoys working with and has a generous heart
TRUST: Trust the company’s core values
ADAPTABLE: Excels in high levels of uncertainty and change

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.