Overview
Job Category: Customer Success
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work is changing and we’re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Agentforce is the future of AI, and you are the future of Salesforce.
The Success Manager demonstrates deep business, industry, and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Success Manager will specialise in one or more lines of business, a specific cloud or industry to speak the customer language and ensure customer value realisation. They are aligned at the key partner levels, building and encouraging positive relationships to help customers progress on their digital journey. Success Managers work directly with customers that can vary in market segment, size, solution complexity and life cycle, depending on customer needs. The ideal candidate will possess both a Cloud specialization and industry skills to speak the customer language.
Responsibilities
Use our Customer Success Methodology to understand goals, assess capabilities, and provide recommendations to accelerate business and technology objectives.
Develop knowledge of customers’ Salesforce implementation and evangelise Salesforce capabilities across all Clouds.
Guide customers on organisational strategy, governance, and change management processes based on customer needs.
Demonstrate hands-on Salesforce product knowledge by applying platform features to customer priorities and roadmap.
Identify risks to achieving stated business goals and work with the account team to build a risk mitigation plan.
Produce and implement an adoption path showing current state, target future state with timeline, and an enablement plan.
Deliver business value and innovation by understanding customers’ key challenges and growth potential.
Build executive-level relationships with IT and business leadership, sponsors, and decision-makers to solidify partnership.
Collaborate with the account team and Salesforce Execs to network within accounts to help customers reach goals.
Recommend additional Salesforce services and advisory experts when appropriate to drive success.
Proactively communicates technical product changes, degradations, outages, end-of-life, and other updates.
Preferred Skills
Solid understanding of Salesforce product and platform features, capabilities, and best use.
Ability to articulate the importance and value of Governance to Business and IT executives.
Strong understanding of enterprise architecture principles (preferred).
Ability to grasp and explain technological and business concepts clearly.
Trusted advisor mindset with curiosity about customers’ motivations and needs.
Degree or equivalent experience; proven experience evaluated on core proficiencies (leadership, military, volunteer, work experience).
Understanding of a retail company’s e-commerce strategy, omnichannel integration, and customer lifetime value concepts.
Required Skills
7–10 years of relevant industry experience.
In-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industry.
Strong consulting skills and experience as a trusted advisor to drive business value.
Ability to drive effective, high-level conversations at the C-suite; handle objections.
Fluency in French & English is required.
Benefits & Perks
See our benefits site for details, including well-being reimbursement, parental leave, adoption assistance, fertility benefits, and more.
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to shape the future and redefine what’s possible for yourself, for AI, and for the world.
Accommodations
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Salesforce believes in equality and inclusion, and we are committed to providing a workplace free from discrimination. Know your rights: workplace discrimination is illegal. Decisions at Salesforce are fair and based on merit, without regard to protected characteristics. This policy applies to current and prospective employees, wherever they are in their Salesforce employment journey.
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