Customer Success Manager – Core Clouds

Salesforce

. Serve as the single point of customer accountability for Signature deliverables, overall customer experience, renewal, and expansion .

Posted 10/30/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$115,200 - CA$158,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success with a strong focus on Salesforce Sales Cloud and Service Cloud features, driving business value through effective stakeholder management and consulting skills. Capable of leveraging AI-driven tools for customer health monitoring and process optimization.

Highest-signal resume keywords

Customer Success ExpertiseSales Cloud ProficiencyService Cloud ProficiencyConsulting SkillsSalesforce Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Sales Cloud FeaturesService Cloud FeaturesSales ProcessesService ProcessesSales Cloud AutomationService Cloud AutomationAI-Driven ToolsData Quality ManagementOpportunity ManagementPipeline Management

Soft Skills

Excellent Communication SkillsAbility to Influence C-Level ConversationsFacilitation SkillsHandling ObjectionsTrusted Advisor

Tools & Technologies

Sales CloudService CloudEinstein for SalesEinstein for ServiceOmni-Channel RoutingForecastingReports & DashboardsKnowledge ManagementCase ManagementIntegration with Marketing Automation

Certifications & Qualifications

Sales Cloud ConsultantService Cloud ConsultantAI AssociateAdministratorAdvanced AdministratorPlatform App BuilderData 360 SpecialistAgentblazer

Industry Keywords

Customer AccountabilityCustomer ExperienceSaaS PlatformBusiness ValueTechnical GoalsOpportunity ManagementQuarterly ReviewsHealth MonitoringSentiment AnalysisIncident Management

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Serve as the single point of customer accountability for Signature deliverables, overall customer experience, renewal, and expansion
Oversee the customer experience throughout the Signature lifecycle
Align and manage business and technical stakeholders around business value, technical goals, and the Signature offering
Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing
Share best practices for sales and service process optimization, data quality, and customer experience
Drive adoption of Sales Cloud and Service Cloud features across customer teams
Track usage metrics and conduct quarterly feature-usage reviews
Develop executive-level relationships within customer IT and business leadership
Act as a trusted advisor by understanding customer business models and applying proven solutions
Use AI agents to automate meeting summaries, QBR data collection, and initial health monitoring
Use AI-driven sentiment and intent analysis to flag customer concerns for human intervention
Monitor customer health, conduct quarterly reviews, identify trends, and provide tailored release recommendations
Serve as primary interface for major incidents and escalate complex automation, data model, routing, or integration questions to technical resources

Requirements

What you’ll need

Preferably 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields
Strong consulting skills and ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
Excellent communication skills to translate technical concepts into business terms
3–4 years of experience supporting customers using Sales Cloud and Service Cloud
Working knowledge of Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
Working knowledge of Service Cloud features: Cases, Knowledge, Queues, Service Console, Omni-Channel routing
Understanding of Sales processes including lead-to-cash, opportunity management, and pipeline management
Understanding of Service processes including case management, escalation, and SLA management
Familiarity with Sales Cloud automation: workflows, Process Builder, and flows
Familiarity with Service Cloud automation: email-to-case, web-to-case, case assignment rules, and macros
Sales Cloud Consultant and Service Cloud Consultant certifications preferred
Additional Salesforce certifications such as AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, or Agentblazer preferred
Experience with Einstein for Sales and Service preferred
Understanding of Sales Cloud integrations with marketing automation and service tools preferred
Understanding of Service Cloud integrations with telephony, chat, messaging, and self-service portals preferred
Expected to work in-office a minimum of three days per week

Benefits

Comp & perks

Benefits and resources to support balance and wellbeing
AI agents to accelerate impact
Reasonable accommodations during the application or recruiting process
Equitable compensation practices
Company bonus, sales incentives, equity, and benefits may apply (excluded from stated base salary range)