Location
London (Office-flexible, expectation to be in office 3 days per week)

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. As a Customer Success Manager (CSM) for Sales/Service Cloud, you will be a trusted advisor and named resource for Salesforce’s customer organizations that have purchased the Signature Success Plan. You will forge deep relationships with customers and account teams, maintaining awareness of key events, needs, risks, and value drivers. Your focus will be on improving customers’ technical and operational health to help them realize maximum value from their Salesforce investment.

You will act as the single point of accountability for all Signature deliverables, experience, renewal, and expansion. This includes coordinating the Signature Success catalog of services, providing proactive Salesforce feature guidance, advising on adoption of new Salesforce features, and communicating the value of Signature Success to ensure renewals. You will also advocate for customers during high-severity case triage and resolution.

This role requires deep technical knowledge of the Salesforce platform and the ability to collaborate across internal and external teams to deliver a unified Signature experience. Occasional travel to customer sites and some after-hours or weekend availability may be required depending on customer needs.

Join Salesforce to be part of a company leading workforce transformation in the agentic era, where AI and human agents work together to drive customer success and innovation.

Experience
Minimum of 7 years in one or more of the following: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture. Experience with Salesforce Sales Cloud and/or Service Cloud or a relevant competing platform. At least 4 years’ experience in management consulting services. Proven ability to lead cross-functional teams and facilitate resolution of customer needs or projects.

About you
Exceptional communication and presentation skills with the ability to influence at all organizational levels including executive and C-level. Skilled at analyzing technical concepts and translating them into business terms, and mapping business requirements into technical features. Ability to explain complex technical concepts in business-friendly terms to customers and communicate customer needs internally. Knowledge of software development processes and design methodologies.

Qualifications
Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant). Experience working with Enterprise-level customers is preferred.