Job Description Summary:

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

We are currently looking for a versatile Customer Success Manager with expertise in Salesforce to join our team. In this role, you will act as an extension of our customer's workforce, offering guidance and advice to ensure they receive a significant return on investment with Salesforce.

As a CSM, you will be responsible for identifying and addressing both technical and business concerns and requests, aligning them with customer priorities, projects, and problems. You will bring senior-level expertise and will be responsible for coordinating all deliverables the customer is entitled to, including overseeing the day-to-day customer experience from onboarding through Signature contract renewal and expansion. As the main point of contact for the account's success, you will work closely with Product Management, Sales, Technical Support, and Engineering to lead the customer relationship.

Your impact will be to serve as the Marketing Cloud Subject Matter Expert (SME) for the customer's technical and operational configuration and needs. Act as the single point of accountability for orchestrating all Signature deliverables, the customer experience, renewals, and expansion. Cultivate and maintain relationships with the customer's IT and business executive leadership, sponsors, and decision-makers in organizations that have purchased Signature.

Shift Timings: Candidate should be comfortable working in 24*7 shifts (specifically Night shifts) and the below timings are subject to change basis the business need. (5.30/6.30 PM - 2:30/3:30 AM) IST

Responsibilities:

• Customer Success Advocacy: Act as the primary point of contact, leveraging deep industry, product, and technical knowledge to guide them to achieve business objectives
• Stakeholder Alignment: Develop and nurture strong relationships at key stakeholder levels, aligning with customer needs across various market segments, sizes, and solution complexities.
• Strategic Guidance: Assess customer goals and capabilities, offer recommendations for ecosystem health, performance optimization, and achieving business and technology objectives.
• Business Value Delivery: Cultivate executive-level relationships within customer IT and business leadership, solidifying partnership commitments and driving innovation aligned with customers' business challenges and growth potential.
• Adoption Path & Enablement: Contribute to SF knowledge, community, and training resources, comprehensive adoption plans showcasing current and future states, enabling the customer through an underlying roadmap.
• Technical Expertise Application: Apply SF / tech product knowledge to address technical concerns, ensure acceptable resolutions, and align platform features with customer priorities and roadmaps. Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities
• Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs
• Operate with an AI First approach to account management, using Salesforce Einstein and AI-powered health scoring as the primary lens for monitoring customer sentiment, product adoption, and engagement across your book of business
• Use Agentforce and generative AI tools to build and personalize executive business reviews, success plans, renewal narratives, and strategic communications — with human judgment applied to tone, accuracy, and customer context
• Apply AI-generated insights to proactively identify expansion opportunities, adoption gaps, and churn risk indicators, taking timely and targeted action to protect and grow revenue
• Leverage AI to automate meeting preparation, call summarization, and follow-up documentation, freeing capacity for higher-value customer engagement

​Required Skills:

• Familiarity with Salesforce product and platform features, governance principles, methodologies, and enterprise architecture.
• Excellent communication skills to articulate technical issues to diverse audiences.
• Ability to prioritize customer needs, take ownership, and drive resolutions.
• Experience with databases, SQL, Windows/Linux Server, and security infrastructure. Strong technical skills or the ability to acquire in-depth knowledge.

• Demonstrated AI First approach to account management — you use AI as your default starting point across workflow, communication, and planning, not as an occasional aid
• Experience using AI features within Salesforce (Einstein, Agentforce) and customer success platforms (e.g., Gainsight, Totango, Catalyst) to manage and grow a book of business
• Ability to interpret AI-generated health signals and account insights with sound judgment, translating outputs into meaningful customer conversations and action plans
• Proficiency using generative AI to draft, personalize, and refine customer-facing communications with a strong eye for quality, accuracy, and brand standards

• Diligent. Nothing gets overlooked.
• This position will require you to work from your local Salesforce office 3 days a week
  

​Preferred Skills:

• Experienced professional with 8+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture, and +2 years in Salesforce Ecosystem.
• Demonstrating expertise in Salesforce Technical, (Lightning, Apex, Customisation, Implementation, Product knowledge, Major releases of Salesforce, Different Clouds knowledge, etc.). Strong consulting skills and validated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Candidates currently in roles such as Salesforce Technical Architect, Salesforce Solution Architect, Salesforce Business Analyst, Salesforce Functional Consultant, Salesforce Technical Lead, Salesforce Technical Account Manager, Salesforce Team Lead, or Salesforce Senior Technical Consultant—with a strong ability to manage customer relationships—are encouraged to apply for this position.
• Salesforce product certifications are a plus (Marketing Associate, Marketing Cloud Administrator, Salesforce Certified Associate, Marketing Cloud Account Engagement Specialist, Marketing Cloud Email Specialist).
• Deep understanding of Marketing Cloud, marketing automation, personalization, advertising, and/or marketing platforms.
• Deep understanding of Digital Marketing processes, challenges and trends.
• Knowledge of Salesforce Marketing Cloud features and applications and able to articulate the value and how a Customer can benefit from Signature Success for Marketing Cloud.
• Knowledge of Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem.
• Degree or equivalent experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)