At a Glance
- Tasks: Be the go-to person for top clients, helping them succeed with Salesforce.
- Company: Join Salesforce, the leading AI CRM company transforming customer success.
- Benefits: Flexible office options, competitive salary, and a supportive work culture.
- Other info: Dynamic role with opportunities for growth and collaboration.
- Why this job: Make a real impact by driving innovation and customer satisfaction.
- Qualifications: 7+ years in customer success or tech consulting; strong communication skills.
The predicted salary is between 60000 - 75000 £ per year.
The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary point of contact for Salesforce's largest and highest-profile customers. You will partner with a small portfolio of assigned accounts, maintaining a continual focus on customers' business goals to improve their overall technical and operational health and help them realise maximum value from their Salesforce investment.
As a trusted advisor, you will build a track record in customer success through excellent communication and extensive knowledge of the Salesforce platform — translating business needs into solutions. You will forge strong relationships with customers and account teams, develop a deep technical understanding of their Salesforce implementation, and champion proactive services and best practices. These activities will enable you to proactively set customers up for success through platform optimisation, with particular care during critically important peak events.
You will occasionally act as a point of contact during major incidents, owning customer expectations and communications through to resolution. The CSM acts as the technical primary interface on behalf of customers, working closely across internal and external collaborators — including partners and ISVs — to address customer needs.
The ideal CSM has an extraordinary focus on customer success, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys building relationships, has excellent collaboration skills, and can learn new technologies quickly.
Responsibilities- Serve as the single point of customer accountability, responsible for orchestrating all Signature deliverables, experience, renewal, and expansion.
- Build and maintain stakeholder relationships with IT and business executive leadership, sponsors, and decision-makers within customer organisations that have purchased Signature.
- Help customers achieve their business goals and outcomes on the Salesforce platform by:
- Coordinating the completion of the Signature Success catalogue of services.
- Providing timely, proactive Salesforce feature guidance aligned to customer areas of interest.
- Advising on the adoption of new Salesforce features across annual release schedules and identifying potential implementation risks.
- Communicate and demonstrate the value of Signature Success, ensuring all collaborators understand it so customers continue to renew.
- Advocate for customers during the triage and resolution of high-severity cases to support timely resolution.
- Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
- Build strong cross-functional relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
- Occasionally be available for after-hours or weekend coverage depending on customer need.
- Adapt to evolving role requirements in line with Salesforce's strategic direction.
- 7+ years of relevant industry experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, or Technical/Solutions Architecture.
- Excellent English communication and presentation skills, with demonstrated ability to influence and communicate effectively at all levels — including executive and C-suite.
- Ability to analyse technical concepts, translate them into business terms, and map business requirements to technical features.
- Ability to explain complex technical concepts in accessible language to customers, and clearly translate customer needs to internal teams.
- Knowledge of software development processes and design methodologies.
- Experience leading cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
- A degree or equivalent experience. Experience will be evaluated based on the skills and behaviours relevant to this role — including extracurricular leadership, military service, volunteer roles, and other professional experience.
- 2+ years of experience in the Salesforce ecosystem.
- Salesforce product certifications (e.g. Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant).
- Knowledge of Salesforce products, features, capabilities, best use, and deployment practices.
Please note: This position requires the flexibility to travel to the London office 3 days a week.
Customer Success Manager, Retail Industry employer: Salesforce, Inc.
Salesforce is an exceptional employer that champions innovation and customer success, offering a dynamic work culture in the heart of London. With flexible office arrangements, comprehensive benefits, and a commitment to employee growth, Salesforce empowers its team members to thrive both personally and professionally. Join us to be part of a forward-thinking company that values collaboration, diversity, and the transformative power of AI.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, Retail Industry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Salesforce, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Salesforce, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager, Retail Industry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Salesforce, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Salesforce, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Salesforce, Inc.!
How to prepare for a job interview at Salesforce, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
