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. Your role includes platform optimisation, especially during critical peak events, and occasionally acting as a point of contact during major incidents to manage customer expectations and communications through resolution. You will collaborate closely with internal and external partners, including ISVs, to address customer needs. This role requires exceptional communication, professionalism, relationship-building, and the ability to learn new technologies quickly.

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
- Help customers achieve their business goals on the Salesforce platform by coordinating Signature Success services and providing proactive feature guidance
- Advise on adoption of new Salesforce features and identify potential implementation risks
- Communicate and demonstrate the value of Signature Success to ensure customer renewals
- Advocate for customers during high-severity case triage and resolution
- Conduct quarterly reviews, identify trends, and provide tailored release recommendations
- Build strong cross-functional relationships with Sales, Engineering, and Product Management to lead customer 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 resolve 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 translate customer needs to internal teams
- Extraordinary focus on customer success, professionalism, dedication to exceeding expectations, strong relationship-building and collaboration skills
- Ability to learn new technologies quickly

Qualifications
- A degree or equivalent experience (including extracurricular leadership, military service, volunteer roles, and 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