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 customer success through platform adoption, optimization, proactive guidance, and strategic planning; advising customers on Salesforce capabilities, releases, best practices, and potential risks; coordinating Signature Success services and collaborating across internal teams to deliver successful outcomes; acting as a customer advocate during critical incidents and escalations; and supporting renewal and expansion opportunities by consistently demonstrating customer value.

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. 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 a passion for driving innovation and customer success. Experience working with nonprofit organizations or NGOs is preferred. Consulting or strategic advisory background is an advantage.

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 desirable.