Customer Success Manager ( Exp. Mandatory)

As a Customer Success Manager (CSM), your primary responsibility is to ensure that high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. You will act as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations. Your role involves identifying and addressing both technical and business concerns, strategically aligning them with customer priorities, projects, and problems.

Key Responsibilities:

• Serve as the single point of customer accountability for the delivery of all Signature deliverables, overall customer experience, and renewal and expansion.
• Coordinate all deliverables entitled to the customer, overseeing the experience throughout the Signature lifecycle.
• Apply the correct processes to address customer needs and ensure value delivery through the Signature offer.
• Align and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Prioritize work activities, organize tasks efficiently, and create plans to focus time effectively, taking responsibility for assigned tasks.
• Utilize internal resources to increase effectiveness and seek guidance from managers or mentors for priority issues.

Strategic Advisory and Stakeholder Management:

• Develop strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Act as a trusted advisor by gaining trust through mutual goals and applying proven solutions to customer problems.
• Drive innovation aligned with customers' business challenges and increase customer engagement with products and services.
• Partner with experienced team members to solve complex problems and develop strategic success plans when needed.

Technical Health, Adoption, and Risk Management:

• Proficiency in using AI agents for automation of routine tasks such as meeting summaries, QBR data collection, and health monitoring.
• Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating success plans.
• Monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations for stability and feature enhancement.
• Act as the primary point of contact for major incidents, ensuring timely communications and issue resolution.
• Forge strong relationships with Sales, Engineering, and Product Management to lead customer relationships for success and revenue opportunities.

Mandatory Qualifications and Skills:

• Experienced business professional with 8+ years of relevant Salesforce expertise in Customer Success, SaaS platform use, or related fields.
• Strong consulting skills and ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Possess industry-relevant expertise and understand the 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.
• Actively seek out learning activities, approach obstacles as growth opportunities, and seek experienced mentors for personal development.

Cloud Specific Experience:

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist). As a Customer Success Manager (CSM), your primary responsibility is to ensure that high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. You will act as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations. Your role involves identifying and addressing both technical and business concerns, strategically aligning them with customer priorities, projects, and problems.

Key Responsibilities:

• Serve as the single point of customer accountability for the delivery of all Signature deliverables, overall customer experience, and renewal and expansion.
• Coordinate all deliverables entitled to the customer, overseeing the experience throughout the Signature lifecycle.
• Apply the correct processes to address customer needs and ensure value delivery through the Signature offer.
• Align and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Prioritize work activities, organize tasks efficiently, and create plans to focus time effectively, taking responsibility for assigned tasks.
• Utilize internal resources to increase effectiveness and seek guidance from managers or mentors for priority issues.

Strategic Advisory and Stakeholder Management:

• Develop strong relationships at key stakeholder levels, including cultivating executive-