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

Hours
Full Time

Salary
Negotiable

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, focusing on customers' business goals to improve their technical and operational health and help them realise maximum value from their Salesforce investment. As a trusted advisor, you will build strong relationships with customers and account teams, develop a deep technical understanding of their Salesforce implementation, and champion proactive services and best practices. You will enable customers to succeed through platform optimisation, especially during critical peak events, and occasionally act as a point of contact during major incidents, managing expectations and communications through to resolution.

The CSM acts as the technical primary interface on behalf of customers, collaborating closely with internal teams, partners, and ISVs to address customer needs. The ideal candidate has an extraordinary focus on customer success, excellent communication skills, professionalism, dedication to exceeding expectations, strong relationship-building abilities, collaboration skills, and the ability to quickly learn new technologies.

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 resolve customer needs or projects
- Knowledge of software development processes and design methodologies

About you
- Exceptional communicator with the ability to influence and communicate effectively at all levels, including executive and C-suite
- Ability to analyse technical concepts and translate them into business terms
- Skilled at explaining complex technical concepts in accessible language to customers and internal teams
- Dedicated to meeting and exceeding customer expectations
- Strong collaboration and relationship-building skills
- Adaptable to evolving role requirements aligned with Salesforce's strategic direction

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