Location
London (Office-flexible, with an 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 Senior 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 our Signature Success Plan. You will forge deep relationships with customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. Your focus will be to improve customers’ technical and operational health, helping 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 Signature Success catalog services, providing proactive Salesforce feature guidance, advising on adoption of new 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 team driving workforce transformation in the agentic era, delivering amazing experiences that customers love, and shaping the future of AI and CRM technology.

Experience
- Minimum of 8 years in 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.
- 4+ years’ experience in management consulting services.
- Proven ability to lead cross-functional teams to resolve 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.
- Strong analytical skills to translate technical concepts into business terms and map 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).
- Deep knowledge of Salesforce products, features, capabilities, best practices, and deployment.
- Experience working with Enterprise-level customers is preferred.