Customer Success Manager – Core

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Act as the primary liaison and trusted consultant for a select group of Salesforce’s most significant and high-profile clients.

• Keep a strong emphasis on customers' business objectives, technical and operational health, and the value derived from Salesforce investments.

• Serve as the subject matter expert on Core Cloud technical and operational configuration.

• Function as the main point of accountability for Signature deliverables, customer experience, renewals, and expansions.

• Develop and sustain relationships with customer IT and business leaders, sponsors, and decision-makers.

• Oversee the delivery of the Signature Success service catalog.

• Offer proactive guidance on Salesforce features and recommendations for releases.

• Counsel clients on new Salesforce releases, adoption strategies, implementation challenges, and associated risks.

• Articulate the value of Signature Success and assist in the renewal process.

• Advocate for clients during the triage and resolution of high-severity issues.

• Conduct quarterly reviews, identify trends, and provide customized recommendations for stability, performance, and enhancements.

• Collaborate with Sales, Engineering, Product Management, partners, and ISVs.

• Occasionally act as a point of contact during major incidents and manage customer communications until resolution.

• Provide occasional after-hours or weekend support based on customer requirements.

⛳️ Requirements

• Over 5 years of relevant industry experience in Technical Customer Success, Customer Success Management, SaaS platform utilization or project leadership, Technology Consulting, Technology Solutions Development, and Technical and/or Solutions Architecture.

• Outstanding communication and presentation skills, including the ability to communicate and influence at the executive and C-level.

• Capability to analyze technical concepts and convert them into business language.

• Skill in aligning business requirements with technical features.

• Proficiency in explaining intricate technical concepts in accessible business terms and conveying customer needs to internal teams.

• Ability to coordinate and collaborate effectively during high-volume and/or key customer events.

• Experience in leading cross-functional teams to address customer needs or projects.

• A minimum of 2 years of experience within the Salesforce ecosystem.

• Familiarity with Salesforce Core Cloud features and applications.

• Knowledge of the Salesforce product suite, including its features, capabilities, best practices, and deployment.

• Salesforce product certifications are advantageous.

• A degree or equivalent experience is required.

🏝️ Benefits

• A range of benefits and resources that promote balance and wellbeing.

• AI agents designed to enhance impact.

• Reasonable accommodations available during the application or recruitment process.

• Commitment to equal opportunity and non-discrimination policies.