Job Description

For our customers who wish to get the most value out of Salesforce with enterprise-level, rapid support delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, skilled expertise, and powerful tools to stay agile.

As a Customer Success Manager (CSM), you will serve as a named partner for Salesforce’s customer organizations. Acting as a trusted advisor, you will build strong relationships with customers and account teams, maintaining awareness of key events, risks, and business drivers. Your role focuses on helping customers realize the maximum value from their Salesforce investment, while also serving as a point of contact during critical incidents to manage communications and expectations.

This position focuses on Core Signature customers, reducing attrition, fostering advocacy, and driving trusted growth by:

• Collaborating with Sales partners to expand coverage.
• Optimizing Salesforce usage during peak events.
• Leveraging Premier entitlements to ensure customer success.

You’ll work cross-functionally across internal and external teams to deliver a unified Signature experience that drives long-term customer satisfaction and platform optimization.

Your Impact

• Serve as the single point of accountability for all Signature deliverables, experience, renewals, and expansions.
• Cultivate and maintain relationships with IT and business executives, sponsors, and decision-makers.
• Drive customer outcomes by:
  • Coordinating Signature Success services.
  • Providing timely, proactive Salesforce feature guidance.
  • Advising on adoption of new features in Salesforce release schedules.
  • Identifying risks or challenges early and helping resolve them.
• Communicate the value of Signature Success clearly to ensure renewals.
• Act as a customer advocate during resolution of high-severity cases.
• Support occasional travel to customer sites and provide after-hours/weekend coverage as needed.

Minimum Requirements

• Industry Knowledge: 10+ years of experience in the financial industry (banks, securities, credit card companies, insurance) or consulting/implementing solutions for financial clients.
• Technical Experience: 8+ years in one or more of the following:
  • Technical Customer Success
  • SaaS platform use/project leadership
  • Technology Consulting or Solutions Development
  • Technical/Solutions Architecture
• Strong communication & presentation skills, with proven ability to influence at executive and C-level.
• Ability to translate complex technical concepts into business terms and align solutions with customer requirements.
• Understanding of software development processes and design methodologies.
• Experience leading cross-functional teams to resolve customer challenges.

Preferred Requirements

• Salesforce certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Marketing Cloud, B2C Commerce, etc.).
• Strong knowledge of Salesforce features, best practices, and deployment strategies.
• Previous experience with enterprise-level customers.

This role is perfect for someone eager to make an impact, build deep relationships, and drive customer success at scale.