Customer Success Manager, Core - Commercial

Salesforce

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

Posted 10/30/2026full-timeUnited StatesMid-LevelSenior💰 $123,100 - $186,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success with a strong focus on driving business value through Salesforce Sales Cloud and Service Cloud. Capable of managing stakeholder relationships, optimizing customer experience, and leveraging technical knowledge to address complex customer needs.

Highest-signal resume keywords

Customer Success ExpertiseSales Cloud ProficiencyService Cloud ProficiencyConsulting SkillsCommunication Skills

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 Agent ProficiencyLightning Sales ConsoleOpportunity ManagementPipeline Management

Soft Skills

Consulting SkillsInfluencing SkillsFacilitation SkillsProblem-Solving SkillsCommunication Skills

Tools & Technologies

Sales CloudService CloudEinstein for SalesEinstein for ServiceOmni-Channel RoutingForecasting ToolsReporting ToolsKnowledge Management SystemsAutomation ToolsMulti-Channel Support Tools

Certifications & Qualifications

Sales Cloud ConsultantService Cloud ConsultantAgentblazer TrainingSalesforce Product Certifications

Industry Keywords

SaaSCustomer ExperienceStakeholder ManagementTechnical Health MonitoringIncident ManagementData QualitySales OptimizationService OptimizationCustomer EngagementRenewal 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
Coordinate customer deliverables and oversee the experience throughout the Signature lifecycle
Address customer needs and ensure value is delivered through the Signature offer
Align and manage business and technical stakeholders around business value and technical goals
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
Track usage metrics including opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores
Develop and maintain relationships with key stakeholders, including executive-level customer IT and business leadership
Act as a trusted advisor and apply proven solutions to customer problems
Drive innovation and customer engagement with Salesforce products and services
Partner with experienced team members on complex problems and strategic success plans
Conduct quarterly feature-usage reviews and provide release recommendations
Identify underutilized contracted entitlements and align platform features with customer priorities
Monitor technical health, adoption, and risk
Serve as the primary interface for major incidents
Collaborate with Sales, Engineering, and Product Management on customer success and revenue opportunities
Escalate complex automation, data model, routing, or integration questions to technical resources

Requirements

What you’ll need

5+ years of relevant industry expertise in Customer Success, 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
Industry-relevant expertise and understanding of the broad impact of the industry on the customer’s business
Excellent communication skills to articulate technical issues to diverse audiences and 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 for sales processes
Familiarity with Service Cloud automation: email-to-case, web-to-case, case assignment rules, and macros
Ability to demonstrate Lightning Sales/Service Console and mobile app
Knowledge of sales use cases, including territory management, lead assignment, and opportunity stages
Knowledge of service use cases, including case deflection, knowledge management, and multi-channel support
Proficiency in using AI agents to automate routine tasks
Ability to use natural-language commands to guide AI agents and generate first drafts of success plans
Experience or ability to use AI-driven sentiment and intent analysis
Willingness to pursue Agentblazer training and certifications
Sales Cloud Consultant and Service Cloud Consultant certifications preferred
Additional Salesforce product certifications are a plus
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

Benefits

Comp & perks

Time off programs
Medical insurance
Dental insurance
Vision insurance
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program
Incentive compensation may be available
Equity may be available