Customer Success Retention Manager, ESMB



Customer Service, Sales & Business Development
Dublin, Ireland
Posted on Tuesday, June 4, 2024

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled resources, they purchase our Success Plans. The Customer Success Retention Manager (Area Lead) will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts. This internally facing role plays a critical part in strategizing, prioritizing, and enhancing internal relationships; ensuring our customers receive the support they need to succeed with Salesforce by working internally with the right teams at the right time.


  • Collaborate with internal Sales, Customer Success account leadership, and investment teams to strategically prioritize customer retention and mitigate attrition.
  • Orchestrate alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
  • Consistently review and link investment options to outcomes like improved Customer Success Scores, NPS, and other meaningful metrics, while advocating for Sales engagement on pivotal TMP initiatives.
  • Manage to our Investment Program guidelines and ensure account executives provide adequate information and sales leaders are aligned with investment priorities.
  • Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
  • Promote CSG resources through multi-channel communication, ensuring leaders and AE’s understand and use the customer success support process.
  • Create standardized business review decks for Sales, covering investment programs, Renewals, Success Plan changes, and product announcements.
  • Coordinate and support business review meetings with sales leaders, improving the overall Account Success Quarterly Business Review experience.
  • Provide feedback that improves the sales team's experience when engaging with customer success.

Preferred Qualifications and Skills

  • 7+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
  • Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices.
  • Proven track record to forge and cultivate high-level relationships, serving as a trusted advisor that brings tangible business value to clients.
  • Strong capability to navigate complicated discussions, handle objections, and drive alignment.
  • Expertise in the ESMB segment or in a large scale sales environment
  • An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role.


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