Location
Central London

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 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. You will serve as the primary point of accountability for Signature Success customers, ensuring an outstanding customer experience, retention, and growth. Your responsibilities include building trusted relationships with executive stakeholders, IT leadership, and business teams; driving platform adoption, optimization, and strategic planning; advising on Salesforce capabilities, releases, and best practices; coordinating Signature Success services across internal teams; advocating for customers during critical incidents and escalations; and supporting renewal and expansion opportunities by consistently demonstrating customer value. This role requires strong Salesforce knowledge, consultative skills, and executive stakeholder management experience.

Experience
7+ years in Customer Success, Technical Account Management, Salesforce consulting, Solutions Architecture, or SaaS advisory roles. Experience with Salesforce Nonprofit Cloud or a comparable CRM platform. Proven ability managing enterprise customer relationships and executive stakeholders. Experience leading cross-functional collaboration in complex customer environments.

About you
Excellent communication, presentation, and stakeholder management skills. Ability to translate technical concepts into business-focused recommendations. Passionate about driving innovation and delivering outstanding customer outcomes. Experience working with nonprofit organizations or NGOs is preferred. Consulting or strategic advisory background is a plus.

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