Customer Success Manager (BtoC)

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About the role

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. 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. The Customer Success Manager uses deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Customer Success Manager will specialize in one or more line of businesses, a specific cloud or industry to speak the customer language and ensure customer value realization. They are aligned at key stakeholder level, building and fostering positive relationships to help customers progress on their digital journey. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs. The ideal Customer Success Manager will possess both a Cloud specialization and industry skills that enables them to speak the customer language.    Responsibilities • Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives • Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds • Guide a customer on org strategy, governance and change management best practices based on customer needs • Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap • Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan • Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan. • Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth • Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & team members • Working  collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives • When appropriate, recommend additional Salesforce services and advisory experts needed to drive success • Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates Preferred Qualifications & Skills: • In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry • Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers • Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussion

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