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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Customer Success Manager - Core Solutions Signature Success Plan

About the Role

For our customers who wish to get the most value out of Salesforce with enterprise and rapid support delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

As a Customer Success Manager (CSM) for Core Solutions ( Sales Cloud, Service Cloud, DATA 360) , you will serve as a named resource and partner for Salesforce's customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers' business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce Core investment.

Your Impact
Orchestration & Accountability

Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion
Orchestrate the Signature experience for your customer, coordinating across internal teams and stakeholders
Choose when and how to engage clients based on ROI
Organize information across multiple work streams and integrate customer priorities and timelines into plans
Take proactive ownership of customer needs and draw expert resources into customer situations as needed

Trusted Advisor & Relationship Management

Cultivate and maintain stakeholder relationships with the customer's IT and business leadership, sponsors, and decision-makers within customer organizations that have purchased Signature
Demonstrate genuine commitment to customer goals to build rapport
Combine Salesforce Core Cloud knowledge with business insight to deliver effective recommendations
Navigate the customer's and Salesforce's internal dynamics to achieve results
Advance the customer's core business goals through insight and resources
Effectively amplify the voice of the customer with internal teams

Value Realization & Business Outcomes

Help your customers achieve their business goals and outcomes on the Salesforce platform by:
Coordinating the completion of the Signature Success catalog of services
Providing timely, proactive Salesforce feature guidance based on customer areas of interest
Acting as an advisor for the adoption of new features across Salesforce's annual release schedules, identifying potential challenges and risks
Acting as a strategic advisor for the adoption of Agentic AI and Agentforce within their business processes, guiding customers on how autonomous agents can augment workflows across Sales, Service, and Operations — considering technology readiness, workforce impact, data governance, and responsible AI use
Helping customers identify and articulate the business value of AI-powered use cases, including predictive insights, automated actions, and intelligent assistants built on the Salesforce Einstein and Agentforce platforms
Developing and evangelizing Salesforce Core Cloud and Data Cloud use cases that drive customer value
Leveraging industry insight to position customers for future success

Customer Success & Engagement

Align the Account Success team and internal stakeholders around customer business and technical goals, ensuring value is delivered through Signature
Estimate and communicate the value of Signature Success, ensuring all collaborators understand this value so customers continue to renew
Act as an advocate during the triage and resolution of high-severity cases
Craft engagement charters with clearly specified goals and metrics, with follow-up value realization
Serve as the central resource for the team and the customer, connecting all the dots

Minimum Requirements
Languages

Full professional level of English and French

Experience & Background

Proven work experience in one or more of the following: CSM in Tech Companies, Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, or solutions architecture
Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing CRM platform
Hands-on familiarity with Salesforce Data Cloud (formerly CDP 360) and data-driven customer engagement strategies
Familiarity with AI and Agentic use cases in a CRM or enterprise context, including exposure to tools like Einstein, Agentforce, or equivalent AI-driven platforms
Proven experience in system integration or management consulting services
Experience leading cross-functional teams to facilitate the resolution or disposition of customer needs or projects

Technical & Functional Skills

Strong working knowledge of Salesforce Core Cloud solutions (Sales Cloud, Service Cloud) and capabilities
Solid understanding of Data Cloud architecture, data modeling, and unified customer profile concepts
Ability to connect Data Cloud use cases to business outcomes across Sales, Service, and marketing scenarios
Understanding of Core Cloud use cases, with willingness and ability to develop them further
AI & Agentic Intelligence:
Understanding of AI concepts including machine learning, generative AI, and responsible/ethical AI use
Ability to articulate the business value of Agentic AI use cases for customers across Sales (e.g., AI-driven pipeline management, auto-summarization), Service (e.g., autonomous case resolution, intelligent routing), and Operations (e.g., workflow automation, data enrichment)
Data literacy including data modeling, data strategy, and analytics

Communication & Business Skills

Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level
Skills for analyzing technical concepts and translating them into business terms
Ability to explain complex technical concepts in customer-friendly language, and translate customer needs to internal partners
Adapts established solutions to solve customer problems

Behavioral Competencies

Demonstrates a growth mindset (e.g., willingness to step into unfamiliar situations)
Questions assumptions to uncover root causes and reveal new opportunities
Identifies own learning needs and pursues challenging/stretch learning activities
Applies knowledge and new information in a timely manner to enhance the customer's experience
Persists in the face of adversity and disappointment
Mentors team members to help accelerate their personal development

Additional Information

Signature Footprint: Single Cloud (Core), Simplified Relationship Management

Travel & Availability: The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer's need.

Customer Success Manager (CSM) – Core Solutions Signature Success Plan

À propos du rôle

Le Signature Success Plan est destiné à nos clients qui souhaitent tirer le meilleur parti de Salesforce grâce à un support d'entreprise rapide, délivré par nos experts les plus qualifiés. En souscrivant à Signature, nos clients débloquent notre niveau de partenariat le plus profond, une expertise de pointe et des outils pour rester agiles.

En tant que Customer Success Manager (CSM) pour les solutions Core (Sales Cloud, Service Cloud, DATA 360), vous serez une ressource dédiée et un partenaire stratégique pour les organisations clientes de Salesforce. Conseiller de confiance, vous forgerez des relations approfondies avec vos clients et les équipes de compte, tout en restant attentif aux événements clés, aux besoins, aux risques potentiels et aux leviers de valeur. Avec une attention constante portée aux enjeux business du client, vous aiderez à améliorer leur santé technique et opérationnelle globale, leur permettant ainsi de maximiser le retour sur investissement de leurs solutions Salesforce Core.

Votre Impact

Orchestration et Responsabilité

Être le point de contact unique et responsable de l'orchestration de tous les livrables Signature, de l'expérience client, du renouvellement et de l'expansion.
Coordonner l'expérience Signature en collaborant avec les équipes internes et les parties prenantes.
Choisir quand et comment engager les clients en fonction du ROI.
Organiser l'information à travers plusieurs flux de travail et intégrer les priorités et les délais du client dans les plans d'action.
Assumer de manière proactive la responsabilité des besoins du client et mobiliser les ressources expertes nécessaires.

Conseiller de confiance et Gestion de la relation

Cultiver et maintenir des relations avec les parties prenantes (DSI, directions métiers, sponsors et décideurs) au sein des organisations clientes Signature.
Démontrer un engagement authentique envers les objectifs du client pour instaurer un climat de confiance.
Combiner la connaissance des solutions Salesforce Core avec une vision business pour fournir des recommandations efficaces.
Naviguer dans les dynamiques internes (client et Salesforce) pour obtenir des résultats.
Faire progresser les objectifs business du client grâce à des insights et des ressources adaptés.
Amplifier efficacement la voix du client auprès des équipes internes.

Réalisation de la valeur et Résultats métier

Aider vos clients à atteindre leurs objectifs business sur la plateforme Salesforce en :
- Coordonnant la réalisation du catalogue de services Signature Success.
- Fournissant des conseils proactifs sur les fonctionnalités Salesforce en fonction des centres d'intérêt du client.
- Agissant comme conseiller pour l'adoption des nouvelles fonctionnalités lors des trois mises à jour annuelles de Salesforce, en identifiant les défis et risques potentiels.
- Servant de conseiller stratégique pour l'adoption de l'IA Agente (Agentic AI) et d'Agentforce au sein de leurs processus métier ; guider les clients sur la façon dont les agents autonomes peuvent optimiser les flux de travail (Vente, Service, Opérations) tout en considérant la maturité technologique, l'impact sur les employés, la gouvernance des données et l'éthique de l'IA.
- Aidant les clients à identifier et articuler la valeur métier des cas d'usage alimentés par l'IA (insights prédictifs, actions automatisées, assistants intelligents sur Einstein et Agentforce).
- Développant et promouvant des cas d'usage Salesforce Core et Data Cloud créateurs de valeur.
- Tirant parti de votre connaissance du secteur pour positionner les clients vers un succès futur.

Engagement et Succès Client

Aligner l'équipe de compte (Account Success) et les parties prenantes internes autour des objectifs techniques et business du client.
Estimer et communiquer la valeur de Signature Success pour garantir le renouvellement des contrats.
Agir en tant qu'ambassadeur du client lors du tri et de la résolution des cas de haute sévérité.
Élaborer des chartes d'engagement avec des objectifs et des indicateurs clairs.
Servir de ressource centrale pour l'équipe et le client en reliant tous les points stratégiques.

Profil recherché

Langues

Niveau professionnel complet en anglais et en français.

Expérience et Parcours

Expérience confirmée dans l'un des domaines suivants : CSM en entreprise Tech, Customer Success technique, utilisation de Salesforce CRM ou plateforme SaaS, gestion de projet, développement de solutions technologiques ou architecture de solutions.
Expérience avec Salesforce Sales Cloud et/ou Service Cloud (ou une plateforme CRM concurrente pertinente).
Connaissance pratique de Salesforce Data Cloud (anciennement CDP 360) et des stratégies d'engagement client basées sur les données.
Familiarité avec l'IA et les cas d'usage "agents" dans un contexte CRM ou grande entreprise (exposition à des outils comme Einstein, Agentforce ou équivalents).
Expérience avérée dans l'intégration de systèmes ou les services de conseil en management.
Capacité à diriger des équipes transversales pour répondre aux besoins des clients.

Compétences techniques et fonctionnelles

Forte connaissance pratique des solutions Salesforce Core Cloud (Sales et Service) et de leurs capacités.
Solide compréhension de l'architecture Data Cloud, de la modélisation des données et des concepts de profil client unifié.
IA et Intelligence Agente : Compréhension des concepts d'IA (machine learning, IA générative, IA responsable/éthique).
Capacité à articuler la valeur métier des cas d'usage de l'IA Agente (ex: gestion du pipeline par l'IA, auto-résumé pour les ventes ; résolution autonome de cas, routage intelligent pour le service).
Littératie des données (modélisation, stratégie de données et analytique).

Compétences business et communication

Excellentes capacités de communication et de présentation ; capacité démontrée à influencer à tous les niveaux, y compris auprès des cadres dirigeants (C-level).
Capacité à analyser des concepts techniques complexes pour les traduire en termes business simples pour le client.
Capacité à adapter des solutions établies pour résoudre des problèmes clients spécifiques.

Compétences comportementales

Démontrer un "Growth Mindset" (mentalité de croissance, volonté d'aborder des situations inconnues).
Remettre en question les acquis pour découvrir les causes profondes et de nouvelles opportunités.
Identifier ses propres besoins d'apprentissage et relever des défis stimulants.
Persévérer face à l'adversité ou aux déceptions.
Accompagner (mentorat) les membres de l'équipe pour accélérer leur développement personnel.

Informations complémentaires

Périmètre Signature : Single Cloud (Core), Gestion de relation simplifiée.
Déplacements et disponibilité : Le CSM peut être amené à se déplacer occasionnellement chez les clients et peut devoir être disponible pour certains créneaux hors horaires de bureau ou le week-end, selon les besoins critiques du client.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

Customer Success Manager - Core Solutions Signature Success Plan