Principal Customer Success Manager



Customer Service, Sales & Business Development
London, UK
Posted on Friday, July 5, 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 enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.

This position will focus on our Signature customers, driving customer advocacy and reducing attrition by collaborating with Sales partners, expanding our Signature coverage, consuming Premier entitlements, and by making strategic customer investments that foster trusted growth and success.

These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.

Your Impact

  • Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.

  • Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.

  • Help your customers achieve their business goals and outcomes on the Salesforce platform by:

    • Coordinating the completion of the Signature Success catalog of services as required for your customer.

    • Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.

    • Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.

  • Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.

  • Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

  • The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.

Minimum Requirements

  • Minimum of 8 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.

  • Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.

  • Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.

  • Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

  • Knowledge of software development process and design methodologies.

  • Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Preferred Requirements

  • Experience with Core Salesforce (Sales Cloud, Service Cloud), Salesforce Marketing Cloud and/or Commerce Cloud, and/or a competing platform (i.e. Shopify, Adobe, Marketo, etc.)

  • Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).

  • Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

  • Experience working with Enterprise-level customers.

  • Additional EU language would be beneficial


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