Overview Customer Success Manager, Director (CBS) at Salesforce. You will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with customers and account teams, maintaining 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. Your Impact Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos) Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature Single point of customer accountability building and maintaining strong, trusted relationships Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts Minimum Requirements Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level Ability to facilitate difficult discussions and be adept at handling objections Degree or equivalent experience required. Experience evaluated based on the strengths you\'ll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.) Preferred Requirements Experience with Salesforce Core Clouds and/or a competing platform Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant) Knowledge of Salesforce products and features, capabilities, best use, and how to deploy Experience working with Enterprise-level customers Office and Application Note Note: This role is office-flexible, and the expectation is to be in office 3 days per week (Bellevue/Seattle, Chicago/Indianapolis, Atlanta). Equal Opportunity Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Recruiting, hiring, and promotion decisions are based on merit. Details on compensation and benefits are provided in the posting materials where applicable.

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