Customer Success Manager

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it 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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Role Summary

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

Key Responsibilities

Customer Accountability and Value Alignment

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.

• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle

• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.

• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.

• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.

Strategic Advisory and Stakeholder Management

• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.

• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.

• Solidify partnership commitments and drive innovation aligned with customers' business challenges.

• Increase customer engagement with products and services and identify major political barriers to customer success.

Technical Health, Adoption, and Risk Management

• AI  Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.

• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.

• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.

• Apply product knowledge and expertise to address technical concerns, use this knowledge to ask ** effective diagnosis questions**, and align platform features with customer priorities and roadmaps.

• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.

• Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues.

• Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.

• Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.
   

Minimum Requirements

• Experience: Experienced business professional, preferably with 3-4 years of relevant industry expertise in Customer Success, SaaS platform use, or related fields. 

•  Consulting Skills: Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.

•  Domain Expertise: Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business.

•  Communication: Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.

• Experience supporting customers using Sales Cloud

• Working knowledge of core Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards

• Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes)

• Ability to demonstrate Lightning Sales Console and mobile app

• Knowledge of common sales use cases (territory management, lead assignment, opportunity stages)

• Salesforce Certified Administrator (or within 90 days)

• Cloud Specific Experience

• Salesforce product certifications are a plus: AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)

• Understanding of how Sales Cloud integrates with marketing automation and service tools

Note: This role is office-flexible, and the expectation is to be in office 3 days per week.  

Ringkasan Peran

Customer Success Manager (CSM) adalah seorang ahli serba bisa yang bertanggung jawab memastikan pelanggan bernilai tinggi yang membeli Signature Success Plan memperoleh pengembalian investasi yang signifikan melalui platform kami. Peran ini berfungsi sebagai perpanjangan tangan dari tim pelanggan dan penasihat tepercaya, yang memberikan panduan serta saran kepada organisasi pelanggan. CSM bertanggung jawab untuk mengidentifikasi dan menangani masalah teknis maupun bisnis, serta menyelaraskan semuanya secara strategis dengan prioritas, proyek, dan permasalahan pelanggan.

Tanggung Jawab Utama

Akuntabilitas Pelanggan dan Penyelarasan Nilai

Bertindak sebagai satu-satunya titik kontak yang bertanggung jawab atas penyampaian semua hasil kerja Signature, pengalaman pelanggan secara keseluruhan, serta perpanjangan dan perluasan layanan.

Mengkoordinasikan semua hasil kerja yang menjadi hak pelanggan, serta mengawasi pengalaman pelanggan sepanjang siklus hidup Signature

Menerapkan proses yang tepat untuk memenuhi kebutuhan pelanggan dan memastikan nilai yang dijanjikan melalui penawaran Signature terpenuhi.

Berhasil menyelaraskan dan mengelola pemangku kepentingan bisnis dan teknis, dengan fokus pada penyelarasan Nilai Bisnis dan Sasaran Teknis dengan penawaran Signature.

Memprioritaskan aktivitas kerja yang paling mendesak, mengatur tugas untuk menghindari terlewatnya langkah-langkah kunci, serta menyusun rencana dasar untuk memfokuskan waktu, sambil bertanggung jawab atas tugas yang diberikan.

Penasihat Strategis dan Manajemen Pemangku Kepentingan

Membangun dan memelihara hubungan yang kuat di tingkat pemangku kepentingan utama, termasuk membina hubungan di tingkat eksekutif dalam kepemimpinan TI dan bisnis pelanggan.

Bertindak sebagai penasihat tepercaya dengan memperoleh kepercayaan melalui tujuan bersama, memahami model bisnis pelanggan, dan menerapkan solusi yang telah terbukti untuk masalah mereka.

Memperkuat komitmen kemitraan dan mendorong inovasi yang selaras dengan tantangan bisnis pelanggan.

Meningkatkan keterlibatan pelanggan dengan produk dan layanan serta mengidentifikasi hambatan politik utama yang menghalangi kesuksesan pelanggan.

Kesehatan Teknis, Adopsi, dan Manajemen Risiko

Literasi AI: Kemahiran dalam menggunakan agen AI untuk mengotomatiskan tugas rutin seperti ringkasan rapat, pengumpulan data QBR, dan pemantauan kesehatan awal.

Dasar-dasar Rekayasa Prompt: Kemampuan menggunakan perintah bahasa alami untuk memandu agen AI dalam mengambil data pelanggan yang akurat dan menyusun draf awal rencana kesuksesan.

Pemantauan Keterlibatan AI: Menggunakan analisis sentimen dan niat berbasis AI untuk mengidentifikasi kekhawatiran pelanggan sejak dini agar dapat ditangani oleh manusia.

Pembelajaran & Pengembangan: Menerapkan pengetahuan dan keahlian produk untuk mengatasi masalah teknis, menggunakan pengetahuan ini untuk mengajukan **pertanyaan diagnosis yang efektif**, serta menyelaraskan fitur platform dengan prioritas dan peta jalan pelanggan.

Secara proaktif memantau dan melakukan tinjauan triwulanan, mengidentifikasi tren, serta memberikan rekomendasi rilis yang disesuaikan untuk memastikan stabilitas, kinerja, dan peningkatan fitur.

Bertindak sebagai titik kontak utama untuk insiden besar, memastikan komunikasi yang tepat waktu dan penyelesaian masalah.

Membangun hubungan multidisiplin yang kuat dengan Tim Penjualan, Teknik, dan Manajemen Produk untuk memimpin dan mengoordinasikan hubungan pelanggan demi kesuksesan dan peluang pendapatan.

Buat rencana yang jelas untuk keterlibatan klien, berkomunikasi dengan jelas dan proaktif dengan rekan kerja, serta jadikan tujuan pelanggan sebagai fokus utama dalam pengambilan keputusan.

Persyaratan Minimum

Pengalaman: Profesional bisnis berpengalaman, idealnya dengan 3–4 tahun keahlian industri yang relevan di bidang Keberhasilan Pelanggan, penggunaan platform SaaS, atau bidang terkait. 

Keterampilan Konsultasi: Keterampilan konsultasi yang kuat dan kemampuan yang telah terbukti untuk mendorong nilai bisnis, memfasilitasi diskusi, menangani keberatan, serta memengaruhi percakapan tingkat eksekutif (C-level).

 Keahlian Bidang: Memiliki keahlian yang relevan dengan industri dan mulai mengasah keterampilan di bidang fungsional yang relevan. Harus memahami dampak luas industri terhadap bisnis pelanggan.

Komunikasi: Keterampilan komunikasi yang sangat baik untuk menjelaskan masalah teknis kepada audiens yang beragam serta kemampuan untuk menerjemahkan konsep teknis ke dalam istilah bisnis.

Pengalaman mendukung pelanggan yang menggunakan Sales Cloud

Pengetahuan praktis mengenai fitur inti Sales Cloud: Prospek, Akun, Kontak, Peluang, Perkiraan, Laporan & Dasbor

Memahami otomatisasi Sales Cloud (alur kerja, pembuat proses, alur untuk proses penjualan)

Kemampuan untuk mendemonstrasikan Lightning Sales Console dan aplikasi seluler

Pengetahuan mengenai kasus penggunaan penjualan umum (manajemen wilayah, penugasan prospek, tahap peluang)

Salesforce Certified Administrator (atau akan diperoleh dalam 90 hari)

Pengalaman Khusus di Bidang Cloud

Sertifikasi produk Salesforce merupakan nilai tambah: AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)

Pemahaman tentang bagaimana Sales Cloud terintegrasi dengan otomatisasi pemasaran dan alat layanan

Catatan: Posisi ini fleksibel dalam hal kehadiran di kantor, dan diharapkan hadir di kantor 3 hari per minggu.  

*LI-Y

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 not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.