Customer Success Manager – Core, Sales & Service Clouds, HLS

Salesforce

Customer Success Manager responsible for delivering value to high-value customers of Salesforce AI CRM. Overseeing customer experience and driving adoption of Sales and Service Cloud features.

Posted 6/6/2026full-timeIndianapolis • California, Illinois, Texas, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $123,100 - $186,300 per yearWebsite

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Hard Skills

SalesforceSales CloudService Cloudopportunity managementpipeline managementcase managementSales Cloud automationService Cloud automationLightning Sales Consolemobile app

Soft Skills

consulting skillscommunication skillsinfluencing skillsproblem-solvingstakeholder managementcustomer advocacyfacilitationmentorshipadaptabilitygrowth mindset

Tools & Technologies

Salesforce Sales CloudSalesforce Service Cloudreports and dashboardsknowledge managementomni-channel routingactivity loggingCSAT trackingforecasting toolscase resolution toolsprocess builder

Industry Keywords

Customer SuccessSaaSbusiness valueC-level conversationscustomer experiencerenewal and expansiontechnical concernsbusiness prioritiessignature lifecyclelead-to-cash

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform.
This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations.
The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.
Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams.
Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores).

Requirements

What you’ll need

Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields.
Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
Possess industry-relevant expertise and begin honing skills in a relevant functional area.
Should understand the broad impact of the industry on the customer’s business.
Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development.
3-4 years experience supporting customers using Sales Cloud and Service Cloud.
Working knowledge of core features: Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing
Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes.
Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros)
Ability to demonstrate Lightning Sales/Service Console and mobile app.
Knowledge of common sales (territory management, lead assignment, opportunity stages) and Services (case deflection, knowledge management, multi-channel support) use cases.

Benefits

Comp & perks

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program