Customer Success Manager (Salesforce Technical)

About the role

Salesforce is looking for a versatile Customer Success Manager with mandatory Salesforce technical expertise. The CSM acts as an extension of the customer's workforce, guiding them toward a strong return on investment and serving as the main point of contact for the account. The role works closely with Product Management, Sales, Technical Support and Engineering, and covers the customer experience from onboarding through Signature contract renewal and expansion. The position requires working from the local Salesforce office three days a week.

Key responsibilities

• Act as the primary point of contact, using deep industry, product and technical knowledge to help customers achieve their business objectives
• Nurture relationships with key stakeholders and executives in customer IT and business leadership
• Assess customer goals and capabilities and recommend ways to optimise performance and ecosystem health
• Contribute to knowledge, community and training resources, and build adoption plans with current and future states
• Address technical concerns and align platform features with customer priorities and roadmaps
• Run quarterly reviews, identify trends and give tailored release recommendations
• Build relationships with Sales, Engineering and Product Management to coordinate customer relationships
• Use an AI-first approach: Salesforce Einstein and AI health scoring to monitor sentiment, adoption and engagement
• Use Agentforce and generative AI to build executive business reviews, success plans, renewal narratives and communications, and to spot expansion opportunities, adoption gaps and churn risk
• Use AI to automate meeting preparation, call summarisation and follow-ups

Required profile

• Familiarity with Salesforce product and platform features, governance principles, methodologies and enterprise architecture
• Excellent communication skills and the ability to explain technical issues to diverse audiences
• Ability to prioritise customer needs, take ownership and drive resolutions
• Experience with databases, SQL, Windows/Linux servers and security infrastructure, with strong technical skills or the ability to acquire them
• Preferred: 8+ years of relevant experience in Customer Success, SaaS, technology consulting or solutions architecture
• Preferred: candidates such as Salesforce Technical Architect, Solution Architect, Business Analyst, Functional Consultant, Technical Lead, Technical Account Manager or Senior Technical Consultant

Required skills

• Experience using Salesforce Einstein, Agentforce and customer success platforms such as Gainsight, Totango or Catalyst
• Interpreting AI-generated health signals and account insights
• Using generative AI to draft and personalise customer communications
• Shift pattern: 24x7 schedule, specifically night shifts (5.30/6.30 PM to 2.30/3.30 AM IST), subject to change