Customer Success Manager

Job Description

Customer Success Manager | Salesforce

The Tone:
This is a full-time hybrid role at Salesforce, located in Ontario, Canada, with an expectation to be in-office a minimum of three days per week. Salesforce is a leading AI CRM company focused on driving customer success through a blend of human expertise and AI agents. This role is crucial for ensuring high-value customers achieve significant returns on their investment by serving as a trusted advisor who addresses technical and business concerns.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – Ontario, Canada
• Pay: $115200–$158400 yearly
• Mission: Ensure high-value customers achieve a significant return on investment by strategically aligning their technical and business concerns with Salesforce solutions.
• Tech Stack: SaaS platform, enterprise cloud data management platforms, Integration (ETL, ELT), Data Governance, Master Data Management (MDM), Data Quality, Application Integration & Business Processes, API Management

What You’ll Actually Do
• Customer Accountability: Account for the overall customer experience, ensuring value delivery of all entitled deliverables and supporting renewal and expansion.
• Strategic Advisory: Cultivate strong executive-level relationships and act as a trusted advisor, applying proven solutions to customer business challenges and driving innovation.
• Technical Health Monitoring: Proactively monitor customer health, conduct quarterly reviews, and provide tailored recommendations for stability, performance, and feature enhancement.
• AI Utilization: Leverage AI agents for automating routine tasks like meeting summaries and data collection, and use AI-driven sentiment analysis to flag early customer concerns.
• Incident Management: Serve as the primary point of contact for major incidents, ensuring timely communication and resolution, while forging strong multidisciplinary relationships with internal teams.

The Must-Haves
• Background: Experienced business professional with 3-4 years of relevant industry expertise in Customer Success, SaaS platform use, or Data Management.
• Experience: 3-4 years supporting customers using enterprise cloud data management platforms, including a working knowledge of core data platform features and understanding of consumption-based licensing models.
• Skills: Strong consulting skills for driving business value and influencing C-level conversations; excellent communication skills to translate technical concepts; proficiency in AI literacy, including prompt engineering and AI engagement monitoring; ability to apply product knowledge for technical diagnosis and roadmap alignment.
• Bonus: Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer) or experience guiding legacy On-Premises customers through cloud modernization strategies.