Customer Success Manager, Area Lead

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

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 authorities, they purchase our Success Plans. The Customer Success Area Lead will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts. This role plays a critical part in strategizing, prioritizing, and enhancing internal relationships; ensuring our customers receive the support they need to succeed with Salesforce by working internally with the right teams at the right time.

Responsibilities

• Collaborate with internal Sales and Customer Success key stakeholders to strategically prioritize customer retention and mitigate attrition.

• Orchestrate alignment between account information, sales leaders, and investment goals of defined success plan portfolio.

• Consistently review Customer Success Scores and other meaningful metrics recommending appropriate options to support customer needs.

• Collaborate with Product Education to programmatically recommend and deploy success plan entitlements to improve customer adoption.

• Manage to our Investment Program guidelines and ensure sales leaders are aligned with investment priorities.

• Leverage data to ensure priorities are aligned with the highest impact investments and communicate impact with stakeholders.

• Promote CSG resources through multi-channel communication, ensuring leaders and AE’s understand and use the customer success support process.

• Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.

• Co-create business reviews for Sales in collaboration Renewals, Success Plan Sales, and other key stakeholders

Preferred Qualifications and Skills

• 6+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.

• Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices.

• Proven track record to forge and cultivate relationships, serving as a trusted advisor that brings tangible business value to clients.

• Capable to navigate complicated discussions, handle objections, and drive alignment.

• Expertise in at least one line of business (LoB) or specific industry sector.

• An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role.

Salesforce is an equal opportunity employer. If you meet some of the requirements, we encourage candidates from all backgrounds to apply!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.