Customer Success Senior Manager

Company Overview

Salesforce is the leading AI-powered CRM platform dedicated to driving customer success through a fusion of human and technological collaboration. Our culture embodies ambition, trust, and continuous innovation to transform businesses and the world using AI. We are seeking passionate Trailblazers to elevate their careers and help shape the future of AI-driven workforce transformation.

Role Summary

This position as a Senior Manager in Customer Success demands a highly strategic and experienced individual responsible for delivering measurable business value to Salesforce's most complex multi-organization Signature clients. The role emphasizes partnership with customers to drive adoption, technical excellence, and realization of maximum benefits from Salesforce investments, while coordinating resources and integrating product solutions to meet intricate customer needs.

Key Responsibilities

• Plan and execute ROI-focused customer engagements to ensure all activities yield meaningful value.
• Manage large-scale, multi-organization customer programs by aligning workflows, priorities, and deliverables into unified success plans.
• Serve as the central liaison connecting internal teams and customer stakeholders to proactively address customer needs and allocate expert support.
• Develop clear engagement agreements specifying objectives and key performance metrics for aligned execution.
• Align account and internal teams around customer business and technical goals for sustained value delivery through Signature services.
• Design complex agent workflows that leverage AI to automate repetitive work, enabling Customer Success Managers to focus on strategic relationships.
• Segment customer interactions to determine tasks suited to human agents versus autonomous AI-driven support.
• Build trusted executive relationships with customer IT and business leaders, advocating persistently for their goals across organizational layers.
• Navigate internal and customer organizational complexities to foster collaboration, drive consensus, and influence stakeholders effectively.
• Combine Salesforce expertise with business insights to offer tailored recommendations addressing customers' unique challenges.
• Advocate the customer's voice internally to ensure organizational focus remains on their success.
• Gain and maintain deep knowledge of Salesforce's key solutions and relevant industry trends to position customers for ongoing success.
• Mentor peers and contribute to internal knowledge sharing, promoting a culture of growth and continuous learning.
• Proactively identify risks and lead mitigation efforts, utilizing escalation protocols to protect key renewals and milestones.
• Guide customers in AI governance, trust frameworks, and safe implementation practices for Salesforce AI products.
• Leverage AI tools for root cause analysis and pattern recognition to solve complex account issues and uncover new opportunities.

Minimum Qualifications

• A minimum of 5 to 6 years of relevant industry experience in complex Customer Success roles, SaaS platforms, or strategic consulting.
• Exceptional communication and executive presentation skills with proven ability to influence C-level stakeholders.
• Strong behavioral skills including resilience, objection management, and facilitation of alignment during challenging discussions.
• Technical aptitude to clarify roles of collaborators and act as a focal point to ensure business-technical alignment.
• Deep hands-on expertise in Sales Cloud and/or Service Cloud platforms.
• In-depth understanding of sales effectiveness, revenue operations, customer service transformation, and contact center functions.
• Familiarity with advanced Sales Cloud tools such as Sales Engagement, High Velocity Sales, and Einstein AI features like Lead and Opportunity Scoring.
• Expertise in Service Cloud capabilities including Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), and Field Service Lightning.
• Knowledge of Einstein AI functionalities for Service including case routing, chatbots, predictive service, and CPQ integration with Sales Cloud lifecycle.
• Experience with territory management, collaborative forecasting, pipeline inspection, telephony integration, IVR systems, and workforce management tools.
• Understanding of integrations among Sales Cloud, Revenue Cloud, Pardot/Marketing Cloud Account Engagement, Slack, Experience Cloud portals, and Data Cloud unified views.
• Salesforce certifications such as Salesforce Admin, Sales Cloud Consultant, and/or Service Cloud Consultant are mandatory; additional AI or platform certifications are advantageous.

Additional Information

This role is based in Auckland, New Zealand, with an expectation to work onsite approximately three days per week. Salesforce promotes an inclusive and equal opportunity environment free from discrimination based on any legally protected characteristics. Reasonable accommodations are available throughout the hiring process upon request.

Applicants are encouraged to apply to a maximum of three positions within a 12-month timeframe to optimize candidate experience and avoid duplicate applications.