Customer Success Manager - Mulesoft

About the role

Salesforce's Signature Success CSM team is looking for a driven, customer-focused Customer Success Manager to be the primary contact for its largest and highest-profile customers. The CSM partners with a small number of assigned accounts, keeps them focused on their business goals and helps them get the most value from their Salesforce investment. The role requires Mulesoft expertise and AMER shift alignment (6:30 PM - 3:30 AM).

Key responsibilities

• Build and maintain relationships with key customer business and IT partners, acting as an internal authority on their value drivers and needs.
• Coordinate the Signature Success catalog of services and give timely, proactive Salesforce feature guidance.
• Advise customers on Mulesoft adoption, highlight risks and reinforce the value of architectural recommendations.
• Communicate the value of Signature Success and ensure stakeholders understand it so customers renew.
• During infrastructure outages, update key customers regularly and partner with Signature Support and the Critical Incident Center for after-hours coordination; track root cause analyses and follow up on high-severity cases.
• Use AI-powered health scoring and account analytics to monitor sentiment, adoption and engagement, and use generative AI to write personalized business reviews, success plans and renewal narratives.
• Use AI insights to spot expansion, upsell and churn risks and take timely action.

Required profile

• Expertise in Mulesoft, TIBCO or Boomi is required.
• Overall 8+ years of experience, with 6+ years building or supporting enterprise-grade Java-based integration or API management systems such as Mulesoft.
• Experience managing a portfolio of accounts using AI-augmented workflows, with familiarity with tools such as Gainsight, Salesforce, Totango or Catalyst.
• Ability to interpret AI-generated account insights and use generative AI tools to draft and personalize customer communications.

Required skills

• Solid understanding of the MuleSoft AnyBox Platform and its deployment models.
• Knowledge of internet protocols such as TLS, HTTP, REST, web services, firewalls, web servers and proxy servers.
• Experience connecting enterprise SaaS solutions such as Salesforce, NetSuite and Workday.
• Experience implementing CI/CD and non-functional requirements such as audit, logging, security and monitoring.