Location
London

Hours
Full Time

Salary
Competitive salary based on experience

About the Role
At Salesforce, our Signature Success Plan provides enterprise customers with the highest level of strategic partnership, technical expertise, and proactive support. We are seeking a Senior Customer Success Manager (CSM) to partner with nonprofit and NGO customers, helping them maximize the value of their Salesforce investment. In this strategic, customer-facing role, you will act as a trusted advisor to both business and technical stakeholders, driving platform adoption, operational success, and long-term customer value.

Your impact will include serving as the primary point of accountability for Signature Success customers, ensuring an outstanding customer experience, retention, and growth. You will build trusted relationships with executive stakeholders, IT leadership, and business teams within nonprofit and NGO organizations. You will drive customer success through platform adoption, optimization, proactive guidance, and strategic planning. Advising customers on Salesforce capabilities, releases, best practices, and potential risks will be key. You will coordinate Signature Success services and collaborate across internal teams to deliver successful customer outcomes. Acting as a customer advocate during critical incidents and escalations, you will ensure effective communication and timely resolution. Additionally, you will support renewal and expansion opportunities by consistently demonstrating customer value.

Experience
7+ years of experience in Customer Success, Technical Account Management, Salesforce consulting, Solutions Architecture, or SaaS advisory roles. Experience with Salesforce Nonprofit Cloud or a comparable CRM platform. Strong experience managing enterprise customer relationships and executive stakeholders. Proven ability to translate technical concepts into business-focused recommendations. Experience leading cross-functional collaboration in complex customer environments.

About you
Excellent communication, presentation, and stakeholder management skills. Strategic thinker with consultative skills and the ability to build trusted advisor relationships. Comfortable working in a fast-paced, customer-centric environment. Experience working with nonprofit organizations or NGOs is highly desirable.

Qualifications
Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, or Service Cloud Consultant are preferred. Consulting or strategic advisory background is a plus. Experience supporting enterprise-level customers in SaaS environments.