Location
Central London

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 Senior Customer Success Manager to partner with nonprofit and NGO customers, helping them maximize the value of their Salesforce investment. In this strategic, customer-facing role, you will act as a trusted advisor to both business and technical stakeholders, driving platform adoption, operational success, and long-term customer value. You will serve as the primary point of accountability for Signature Success customers, ensuring an outstanding customer experience, retention, and growth. Your responsibilities include building trusted relationships with executive stakeholders, IT leadership, and business teams, advising on Salesforce capabilities and best practices, coordinating Signature Success services, and acting as a customer advocate during critical incidents and escalations. This role requires strong Salesforce knowledge, consultative skills, and executive stakeholder management experience.

Additional Information
Salesforce is committed to providing an inclusive recruitment process and supports candidates with reasonable accommodations. We are an equal opportunity employer dedicated to creating a workplace free from discrimination and based on merit, competence, and qualifications.

Experience
- 8+ years in Customer Success, Technical Account Management, Salesforce consulting, Solutions Architecture, or SaaS advisory roles
- Experience with Salesforce Nonprofit Cloud or comparable CRM platforms
- Proven ability managing enterprise customer relationships and executive stakeholders
- Experience leading cross-functional collaboration in complex customer environments

About you
- Strong communication, presentation, and stakeholder management skills
- Ability to translate technical concepts into business-focused recommendations
- Passionate about driving customer success and delivering value in nonprofit or NGO sectors (preferred)

Qualifications
- Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, or Service Cloud Consultant (preferred)
- Consulting or strategic advisory background (preferred)
- Experience supporting enterprise-level customers in SaaS environments (preferred)