Location
Central London (requires flexibility to travel to the office 3 days a 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. We are seeking a driven and customer-focused Customer Success Manager (CSM) to serve as the primary contact for Salesforce’s largest and highest-profile customers within the Signature Success team. You will partner with a small number of assigned accounts, focusing on their business goals to improve technical and operational health and maximize the value of their Salesforce investment.

As a trusted advisor, you will build strong relationships with customers and internal teams, develop deep technical knowledge of their Salesforce implementation, and proactively guide adoption and optimization of the platform. You will manage key events, risks, and value drivers, and occasionally act as the main contact during major incidents.

Your responsibilities include orchestrating all Signature deliverables, cultivating stakeholder relationships at all levels, providing proactive Salesforce feature guidance, and advocating for customers during issue resolution. You will conduct quarterly reviews, identify trends, and collaborate closely with Sales, Engineering, and Product Management to drive customer success and revenue growth.

This role requires occasional after-hours or weekend availability depending on customer needs and the ability to adapt to evolving Salesforce requirements.

Experience
Minimum 8+ years of relevant industry experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, or Technical/Solutions Architecture.
Proven ability to communicate and influence effectively at all organizational levels, including executive and C-level.
Strong skills in analyzing technical concepts, translating them into business terms, and mapping business requirements to technical features.
Experience leading cross-functional teams to resolve customer needs or projects.
Current experience in Financial & Regulated/HLS industries.
Familiarity with Core Clouds (Sales Cloud & Service Cloud), including pipeline management, forecasting, case management, and omni-channel service delivery.
Ability to guide customers through Sales and Service adoption, optimization, and expansion.

About you
Exceptional communicator and collaborator with a strong customer success focus.
Professional, dedicated to exceeding expectations, and enjoys building relationships.
Quick learner of new technologies.
Ability to act as a trusted advisor and advocate for customers.
Willingness to occasionally provide after-hours support as needed.

Qualifications
Degree or equivalent experience required.
+2 years in the Salesforce ecosystem preferred.
Salesforce product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant).
Knowledge of Salesforce products, features, capabilities, and deployment best practices.
Understanding of software development processes and design methodologies.