Customer Success Manager (Salesforce technical exp mandatory-AMER timezone) New
As a Customer Success Manager for Salesforce's Signature Success Plan, you will act as the primary point of contact and an extension of enterprise customers' workforce, offering guidance and advice to ensure they receive significant return on investment with the Salesforce platform. You will work specifically in the AMER timezone with night shift timings (5:30/6:30 PM – 2:30/3:30 AM IST).
Your responsibilities include identifying and addressing both technical and business concerns, aligning them with customer priorities, projects, and goals. You will oversee the day-to-day customer experience from onboarding through Signature contract renewal and expansion, coordinating all deliverables the customer is entitled to. You will develop and nurture strong relationships with key stakeholders across various market segments and solution complexities.
You will assess customer goals and capabilities, offer recommendations for ecosystem health and performance optimization, cultivate executive-level relationships within customer IT and business leadership, and contribute to comprehensive adoption plans with underlying roadmaps. Applying Salesforce product and technical knowledge, you will address technical concerns, ensure acceptable resolutions, and align platform features with customer priorities.
Additional responsibilities include conducting quarterly reviews, identifying trends, providing tailored release recommendations for stability and performance, and forging strong multidisciplinary relationships with Sales, Engineering, and Product Management teams to coordinate customer success and revenue opportunities. Familiarity with Salesforce product and platform features is mandatory.