At a Glance
- Tasks: Drive customer success for nonprofits using Salesforce, ensuring outstanding experiences and growth.
- Company: Salesforce, the leading AI CRM company focused on customer success and innovation.
- Benefits: Limitless potential with competitive benefits, personal development resources, and a supportive work environment.
- Other info: Join a diverse team committed to equality and making a positive change in the world.
- Why this job: Make a real impact in the nonprofit sector while advancing your career in a dynamic role.
- Qualifications: 7+ years in Customer Success or related fields, strong Salesforce knowledge, and excellent communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Salesforce is the #1 AI CRM, delivering customer success through trusted technology and innovation. We are seeking Trailblazers who want to advance business and the world through AI while upholding Salesforce’s core values. This role, Senior Customer Success Manager (CSM) for nonprofit and NGO customers, partners with enterprise clients to maximize the value of their Salesforce investment. You will act as a trusted advisor to business and technical stakeholders, drive platform adoption, operational success, and long-term customer value. This is a strategic, customer-facing role requiring strong Salesforce knowledge, consultative skills, and executive stakeholder management experience.
Your Impact:
- Serve as the primary point of accountability for Signature Success customers, ensuring an outstanding customer experience, retention, and growth.
- Build trusted relationships with executive stakeholders, IT leadership, and business teams within nonprofit and NGO organizations.
- Drive customer success through platform adoption, optimization, proactive guidance, and strategic planning.
- Advise customers on Salesforce capabilities, releases, best practices, and potential risks.
- Coordinate Signature Success services and collaborate across internal teams to deliver successful customer outcomes.
- Act as a customer advocate during critical incidents and escalations, ensuring effective communication and timely resolution.
- Support renewal and expansion opportunities by consistently demonstrating customer value.
Minimum Qualifications:
- 7+ years of experience in Customer Success, Technical Account Management, Salesforce consulting, Solutions Architecture, or SaaS advisory roles.
- Experience with Salesforce Nonprofit Cloud or a comparable CRM platform.
- Strong experience managing enterprise customer relationships and executive stakeholders.
- Ability to translate technical concepts into business-focused recommendations.
- Excellent communication, presentation, and stakeholder management skills.
- Experience leading cross-functional collaboration in complex customer environments.
Preferred Qualifications:
- Experience working with nonprofit organizations or NGOs.
- Consulting or strategic advisory background.
- Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, or Service Cloud Consultant.
- Experience supporting enterprise-level customers in SaaS environments.
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support balance and personal bests, and our AI agents accelerate your impact. We aim to bring the power of Agentforce to organizations of all sizes and deliver experiences that customers love.
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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. We believe in equality and in creating a workplace that’s inclusive and free from discrimination. Know your rights: workplace discrimination is illegal. Employees and applicants are assessed on merit, regardless of race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran or marital status, political viewpoint, or other protected classifications. This policy applies to all aspects of employment and recruiting processes and performance management.
We’re Salesforce, the Customer Company, driving AI + Data + CRM across industries. We empower Trailblazers to achieve performance and career growth while making a positive impact on the world. If you believe in business as a platform for change, you belong here.
