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Salesforce
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Salesforce develops cloud-based software centered on a customer relationship management platform that brings company data and teams together through an integrated, AI-driven system. Its products support sales, customer service, and marketing workflows, with solutions designed for businesses ranging from small and medium-sized enterprises to larger organizations. Salesforce also provides industry-focused tools, Trailhead learning resources, and AppExchange apps that extend the capabilities of its CRM platform.
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Salesforce Customer Success Manager, Sales and Service Cloud

Guide high-value customers in adopting Sales and Service Cloud, improving platform use, and achieving renewal and expansion goals. Advise stakeholders and coordinate customer success across Salesforce teams.

CACanada
$115,200 – $158,400 / year
HybridFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager
Cloud

Description

  • Own customer accountability for Signature deliverables, customer experience, renewals, and expansion.
  • Coordinate customer deliverables throughout the Signature lifecycle.
  • Use established processes to address customer needs and deliver value through the Signature offer.
  • Align and manage business and technical stakeholders around business value and technical objectives.
  • Prioritize work, organize tasks, and prepare basic plans.
  • Lead enablement on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
  • Share practices for optimizing sales and service processes, data quality, and customer experience.
  • Increase adoption of Sales Cloud and Service Cloud features.
  • Track usage measures such as opportunity updates, activity logging, forecast submissions, report use, case resolution times, knowledge use, channel adoption, and CSAT.
  • Build relationships with key stakeholders, including customer IT and business executives.
  • Advise customers and apply proven approaches to solve their problems.
  • Encourage innovation and customer engagement with Salesforce products and services.
  • Create strategic success plans and solve complex problems with experienced colleagues.
  • Review feature usage quarterly and recommend releases.
  • Identify unused contracted entitlements and align platform features with customer priorities.
  • Use AI agents to summarize meetings, gather QBR data, and conduct initial health monitoring.
  • Use prompt engineering to retrieve customer data and draft success plans.
  • Monitor AI-driven customer sentiment and intent to spot early concerns.
  • Use product knowledge to diagnose technical concerns and align features with customer roadmaps.
  • Act as the main point of contact for major incidents.
  • Coordinate with Sales, Engineering, and Product Management on customer success and revenue opportunities.
  • Plan client engagements and communicate proactively with collaborators.
  • Refer complex automation, data model, routing, and integration questions to technical specialists.

Requirements

  • Business experience, preferably with at least three years in Customer Success, Salesforce, SaaS platform use, or a related field.
  • Consulting ability to drive business value, facilitate discussions, address objections, and influence C-level conversations.
  • Relevant industry expertise and understanding of its broad effects on the customer’s business.
  • Excellent communication skills, including the ability to explain technical concepts in business terms.
  • Three to four years supporting customers who use Sales Cloud and Service Cloud.
  • Working knowledge of Sales Cloud features, including Leads, Accounts, Contacts, Opportunities, Forecasting, Reports, and Dashboards.
  • Working knowledge of Service Cloud features, including Cases, Knowledge, Queues, Service Console, and Omni-Channel routing.
  • Understanding of sales processes such as lead-to-cash, opportunity management, and pipeline management.
  • Understanding of service processes such as case management, escalation, and SLA management.
  • Familiarity with Sales Cloud automation, including workflows, Process Builder, and flows.
  • Familiarity with Service Cloud automation, including email-to-case, web-to-case, case assignment rules, and macros.
  • Ability to demonstrate Lightning Sales and Service Console and the mobile app.
  • Knowledge of sales use cases such as territory management, lead assignment, and opportunity stages.
  • Knowledge of service use cases such as case deflection, knowledge management, and multi-channel support.
  • Sales Cloud Consultant and Service Cloud Consultant certifications are preferred.
  • Additional Salesforce product certifications are a plus.
  • Experience with Einstein for Sales and Service is preferred.
  • Understanding of Sales Cloud integrations with marketing automation and service tools.
  • Understanding of Service Cloud integrations with telephony, chat, messaging, and self-service portals.

Benefits

  • Company bonus.
  • Incentives for sales roles, where applicable.
  • Equity, where applicable.
  • Benefits, as applicable.
  • Reasonable accommodation during the application or recruiting process.
  • An inclusive workplace that prohibits discrimination.
  • AI agents to help employees increase their impact.

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