Location
Central London (requires flexibility to travel to the London office 3 days a week)

Hours
Full Time

Salary
Negotiable

About the Role
Salesforce is the #1 AI CRM, where ambition meets action and innovation is a way of life. We are seeking a driven and customer-focused Customer Success Manager (CSM) to serve as the primary contact for Salesforce’s largest and highest-profile customers within the FinTech and Health/Life Sciences industries. As a trusted advisor, you will partner with a small number of assigned accounts, focusing on their business goals to improve technical and operational health and maximize the value of their Salesforce investment.

You will maintain awareness of key customer events, needs, risks, and value drivers, building strong relationships with customers and internal teams. Your role includes developing a deep technical understanding of Salesforce implementations, sharing best practices, and proactively optimizing platform usage, especially during critical peak events.

Occasionally, you will act as the point of contact for major incidents, managing customer expectations and communications through resolution. You will collaborate closely with internal teams, partners, and ISVs to address customer needs.

Your impact will include orchestrating all Signature deliverables, cultivating stakeholder relationships at executive levels, guiding customers through Salesforce feature adoption, and advocating for customers during high-severity case resolution. You will conduct quarterly reviews, identify trends, and provide tailored recommendations to ensure platform stability, performance, and enhancement.

This role requires excellent communication, collaboration, and the ability to learn new technologies quickly. Some after-hours or weekend availability may be required depending on customer needs. You will also adapt to evolving Salesforce requirements and role changes.

Experience
- 8+ years of relevant industry experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, or Technical/Solutions Architecture.
- Proven ability to communicate and influence effectively at all organizational levels, including executive and C-level.
- Skilled in analyzing technical concepts, translating them into business terms, and mapping business requirements into technical features.
- Experience explaining complex technical concepts in business-friendly terms and vice versa.
- Knowledge of software development processes and design methodologies.
- Experience leading cross-functional teams to resolve customer needs or projects.
- Current experience working in Financial & Regulated and Health/Life Sciences industries.
- Familiarity with Salesforce Core Clouds (Sales Cloud & Service Cloud), including pipeline management, forecasting, case management, and omni-channel service delivery.
- Experience guiding customers through Sales and Service adoption, optimization, and expansion.

About you
- Exceptional communicator and collaborator with a strong customer success focus.
- Professional, dedicated to exceeding expectations, and enjoys building relationships.
- Ability to quickly learn new technologies and adapt to evolving role requirements.
- Willingness to occasionally provide after-hours or weekend support as needed.

Qualifications
- Degree or equivalent experience required.
- Preferred: 2+ years in the Salesforce ecosystem.
- Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant).
- Knowledge of Salesforce products, features, capabilities, and best practices for deployment.