Location
London (Hybrid - requires travel to the London office 3 days a week)

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
The Customer Success team within Signature Success is seeking a driven and customer-focused Customer Success Manager (CSM) to serve as the primary point of contact for Salesforce's largest and highest-profile customers. You will manage a small portfolio of assigned accounts, maintaining a continual focus on customers' business goals to improve their overall technical and operational health and help them realise maximum value from their Salesforce investment. As a trusted advisor, you will build a track record in customer success through excellent communication and extensive knowledge of the Salesforce platform, translating business needs into solutions.

You will forge strong relationships with customers and account teams, develop a deep technical understanding of their Salesforce implementation, and champion proactive services and best practices. These activities will enable you to proactively set customers up for success through platform optimisation, especially during critically important peak events. Occasionally, you will act as a point of contact during major incidents, owning customer expectations and communications through to resolution.

The CSM acts as the technical primary interface on behalf of customers, working closely across internal and external collaborators—including partners and ISVs—to address customer needs. The ideal candidate has an extraordinary focus on customer success, exceptional communication skills, professionalism, dedication to exceeding expectations, enjoys building relationships, collaborates effectively, and learns new technologies quickly.

Key Responsibilities:
- Serve as the single point of customer accountability, orchestrating all Signature deliverables, experience, renewal, and expansion
- Build and maintain stakeholder relationships with IT and business executive leadership, sponsors, and decision-makers within customer organisations
- Help customers achieve their business goals and outcomes on the Salesforce platform by coordinating the completion of the Signature Success catalogue of services
- Provide timely, proactive Salesforce feature guidance aligned to customer areas of interest
- Advise on the adoption of new Salesforce features across annual release schedules and identify potential implementation risks
- Communicate and demonstrate the value of Signature Success to ensure customer renewal
- Advocate for customers during triage and resolution of high-severity cases to support timely resolution
- Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement
- Build strong cross-functional relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities
- Occasionally provide after-hours or weekend coverage depending on customer needs
- Adapt to evolving role requirements aligned with Salesforce's strategic direction

Experience
- 7+ years of relevant industry experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, or Technical/Solutions Architecture
- Experience leading cross-functional teams to facilitate resolution or disposition of customer needs or projects
- Knowledge of software development processes and design methodologies

About You
- Exceptional communication and presentation skills in English, with the ability to influence and communicate effectively at all levels including executive and C-suite
- Ability to analyse technical concepts, translate them into business terms, and map business requirements to technical features
- Ability to explain complex technical concepts in accessible language to customers and clearly translate customer needs to internal teams
- Extraordinary focus on customer success, professionalism, and dedication to exceeding expectations
- Enjoys building relationships and collaborating across teams
- Quick learner of new technologies

Qualifications
- A degree or equivalent experience (including extracurricular leadership, military service, volunteer roles, or other professional experience)
- Preferred: 2+ years of experience in the Salesforce ecosystem
- Preferred: Salesforce product certifications such as Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant
- Knowledge of Salesforce products, features, capabilities, best use, and deployment practices