Senior Customer Success Manager – Core Clouds, Sales & Service

Salesforce

Senior Manager in Customer Success guiding complex customers to maximize a Salesforce investment. Driving engagement, strategic accountability, and integration of solutions with focus on AI and business goals.

Posted 6/26/2026full-timeChicago • Illinois, Washington • 🇺🇸 United StatesSenior💰 $150,100 - $227,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.
Effectively own the Signature experience across complex, multi-org customers.
Act as the central resource for the team and the customer, connecting all the dots.
Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
Align the Account Success team and internal stakeholders around the customer’s business and technical goals, ensuring value delivery through the Signature offer.
Design multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building.
Cultivate and maintain relationships with customer IT and business executive leadership.
Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results.
Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals.
Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success.

Requirements

What you’ll need

Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.
Ability to handle objections, navigate complicated discussions, and drive alignment.
Must demonstrate persistence in the face of adversity and disappointment.
Ability to clarify roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.
Cloud/Platform Requirements: 5-6 years experience supporting customers using Sales Cloud and Service Cloud.
Certifications: Sales Cloud Consultant, Service Cloud Consultant, Advanced Administrator.
Knowledge of advanced features: Sales Cloud: Sales Engagement, High Velocity Features, Einstein AI (lead/opportunity scoring, forecasting) Service Cloud: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning, Einstein AI (case routing, chatbots, predictive service).

Benefits

Comp & perks

time off programs
medical, dental, vision, mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Sales CloudService CloudSales EngagementHigh Velocity FeaturesEinstein AIOmni-ChannelService Cloud VoiceDigital EngagementField Service Lightningpredictive service

Soft Skills

communication skillspresentation skillsinfluencepersistencerelationship buildingobjection handlingalignmentclarification of rolescustomer advocacyorganizational navigation

Certifications

Sales Cloud ConsultantService Cloud ConsultantAdvanced Administrator