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 customer 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. This role requires exceptional communication, professionalism, collaboration skills, and the ability to quickly learn new technologies.

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 on the Salesforce platform by coordinating the completion of the Signature Success catalogue of services, providing proactive Salesforce feature guidance, advising on adoption of new features, and identifying 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 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 of 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, translate them into business terms, and map business requirements to technical features. Skilled at explaining complex technical concepts in accessible language to customers and translating customer needs to internal teams. Dedicated to meeting and exceeding expectations, enjoys building relationships, and has excellent collaboration skills. Ability to learn new technologies quickly.

Qualifications
A degree or equivalent experience. Experience will be evaluated based on relevant skills and behaviours, including extracurricular leadership, military service, volunteer roles, and other professional experience.

Preferred Qualifications
2+ years of experience in the Salesforce ecosystem. Salesforce product certifications (e.g. Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant). Knowledge of Salesforce products, features, capabilities, best use, and deployment practices. Experience in Consumer Goods, Retail, Manufacturing, Automotive, Energy, or Utilities industries is preferred.