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• 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. Role Description 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), 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 investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience. Your Impact Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion. Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature. Help your customers achieve their business goals and outcomes on the Salesforce platform by: Coordinating the completion of the Signature Success catalog of services as required for your customer. Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer. Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation. Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success. Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues. 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. Minimum Requirements Minimum of 8 years of work experience in one or more of the following: 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 and/or a relevant competing platform. 4+ years’ experience in management consulting services, 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 and mapping business requirements into technical features. Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners. Knowledge of software development process and design methodologies. Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects. Preferred Requirements Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant). Knowledge of Salesforce products and features, capabilities, best use, and how to deploy. Experience working with Enterprise-level customers. Note: This role is office-flexible, and the expectation is to be in office 3 days per week Description du poste Les clients qui souhaitent tirer le meilleur parti de Salesforce grâce à un support professionnel et rapide, assuré par nos experts les plus compétents, achètent notre Plan Signature Success. Lorsque vous disposez de Signature, vous accédez à notre niveau de partenariat le plus approfondi, à notre expertise la plus qualifiée et à nos outils vous permettant de rester agile. En tant que Customer Success Manager (CSM), vous travaillez en tant que ressource et partenaire désigné pour les organisations clients de Salesforce. Vous êtes un conseiller de confiance et nouez des relations étroites avec vos clients et les équipes de compte, tout en étant conscient des événements clés, des besoins, des risques potentiels et des facteurs de valeur. En vous concentrant continuellement sur les besoins commerciaux de vos clients, vous contribuez à améliorer leur situation technique et opérationnelle globale et les aidez à tirer le meilleur parti de leur investissement Salesforce. Vous agissez en tant que point de contact pour les incidents majeurs des clients, vous êtes responsable de la gestion des attentes et des communications jusqu’à la résolution de ces incidents. Ces activités vous permettront de préparer proactivement le client à la réussite grâce à l’optimisation de la plateforme, avec une attention particulière lors des pics d’activité critiques. Pour ce faire, vous devez avoir une connaissance technique et approfondie de la plate-forme Salesforce et être capable de travailler en étroite collaboration avec les équipes internes et externes afin de fournir une expérience Signature unifiée. Votre impact Vous assumez auprès du client la responsabilité de l’organisation de l’ensemble des livrables, de l’expérience, du renouvellement et de l’expansion dans le cadre de Signature. Vous cultivez et entretenez des relations avec les dirigeants et les responsables informatiques du client, les sponsors et les décideurs au sein des organisations clientes qui ont acheté Signature. Vous aidez vos clients à atteindre leurs objectifs commerciaux et leurs résultats métiers sur Salesforce Platform : en coordonnant l’exécution du catalogue de services Signature Success en fonction des besoins de vos clients ; en proposant des conseils opportuns et proactifs concernant les fonctionnalités Salesforce selon les domaines qui intéressent vos clients ; en conseillant vos clients sur l’adoption des nouvelles fonctionnalités des calendriers annuels de publication de version et en identifiant les difficultés et risques sur l’implémentation de vos clients ; en communiquant sur la valeur apportée par Signature Success ; en veillant à ce que tous les collaborateurs soient conscients de cette valeur, afin que les clients continuent de renouveler leur plan Signature Success ; en défendant l’intérêt des clients lors du tri et de la résolution des requêtes de gravité élevée, afin d’aider à la prompte résolution des problèmes. Le CSM peut devoir se rendre occasionnellement sur les sites des clients et être disponible après les heures de bureau ou le week-end, en fonction de leurs besoins. Exigences minimales Au minimum 8 ans d’expérience dans au moins un des domaines suivants : réussite technique des clients, utilisation de plate-forme SaaS ou Salesforce CRM, direction de projets, développement de solutions technologiques, solutions techniques et/ou architecture de solutions. Expérience de Salesforce Sales Cloud et/ou Service Cloud et/ou d’une plate-forme concurrente pertinente. Plus de 4 ans d’expérience dans le domaine de la gestion des services de consultation. Compétences exceptionnelles de communication et de présentation avec capacité démontrée de communication et d’influence à tous les échelons de l’organisation, notamment au niveau de la direction et des cadres dirigeants. Compétences en matière d’analyse des concepts techniques et de leur traduction en termes commerciaux, ainsi qu’en matière de transposition des exigences commerciales en caractéristiques techniques. Capacité à expliquer des concepts techniques complexes dans un langage commercial compréhensible par les clients, puis à expliquer les besoins des clients aux partenaires en interne. Connaissance du processus de développement logiciel et des méthodologies de conception. Expérience dans la direction d’équipes transversales pour aider à la résolution ou à la prise en charge des besoins ou projets des clients. Profil souhaité Les certifications de produits Salesforce sont un plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant et Service Cloud Consultant). Connaissance des produits et des fonctionnalités de Salesforce, des capacités, de leur meilleure utilisation et de la manière de les déployer. Expérience de collaboration avec des clients importants. Remarque : Ce poste est Flexible au bureau, avec une présence au bureau attendue de 3 jours par semaine 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 require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. 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. For British Columbia-based roles, the base salary hiring range for this position is CAD 115,200 to CAD 158,400. We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.