Senior Customer Success Manager

This is a fully remote position, open to applicants in California, +7 more states.

📋 Description

• Manage a portfolio of strategically significant and technically intricate clients, ensuring accountability for adoption, customer well-being, value realization, renewal preparedness, and growth.

• Establish trusted relationships with Salesforce administrators, developers, architects, DevOps leaders, platform owners, engineering executives, and executive sponsors.

• Cultivate a deep understanding of each customer's Salesforce development lifecycle, which encompasses source control, environments, testing, release management, deployments, and governance.

• Evaluate customer DevOps practices to identify technical obstacles, process deficiencies, adoption hurdles, and avenues for enhancement.

• Lead technical and strategic exploration to comprehend customer operations, areas of friction, and desired outcomes.

• Implement Salesforce DevOps and software delivery best practices to enhance adoption and deliver measurable customer value.

• Develop success plans that include business and technical objectives, milestones, adoption targets, and success metrics.

• Proactively identify customer risks, diagnose root issues, and spearhead recovery strategies across technical and business stakeholders.

• Coordinate resources from Solutions Engineering, Support, Professional Services, Product, Engineering, Sales, Renewals, and leadership to tackle complex customer challenges.

• Assist customers through implementations, upgrades, new capabilities, process adjustments, and evolving Salesforce environments.

• Pinpoint opportunities to augment AutoRABIT's value based on customer use cases, technical maturity, and business goals.

• Convey customer insights, technical patterns, and product feedback to the Product and Engineering teams.

• Function as a trusted technical and strategic advisor to enterprise clients.

• Engage in regular customer-facing travel to forge relationships, understand customer environments, and advance strategic initiatives in person.

⛳️ Requirements

• Over 7 years of relevant professional experience in Customer Success, Technical Account Management, Solutions Engineering, Salesforce consulting, Professional Services, DevOps, or other customer-facing roles in enterprise technology.

• At least 3 years of experience supporting technically complex enterprise customers in developer tools, DevOps, Salesforce, cloud platforms, or similar enterprise software.

• Proven experience collaborating with senior technical stakeholders across Engineering, DevOps, Salesforce, IT, or CTO organizations.

• Significant experience with Salesforce development, Salesforce DevOps, CI/CD, release management, or similar software delivery methodologies.

• Experience in managing complex enterprise accounts, customer risks, technical initiatives, and cross-functional account teams.

• Strong grasp of modern DevOps principles, CI/CD practices, and the software development lifecycle.

• In-depth understanding of Salesforce development and deployment concepts, including metadata, environments, testing, dependencies, release management, and common deployment challenges.

• Solid working knowledge of Git and source control concepts, including branches, commits, merges, pull requests, and repositories.

• Familiarity with CI/CD pipelines, release automation, APIs, testing, security, and governance.

• Capability to comprehend technical architectures and customer workflows, pinpoint risk or friction areas, and propose suitable next steps.

• Ability to perform technical discovery independently and identify root causes.

• Proficiency in translating complex technical concepts into clear business outcomes for both executive and non-technical stakeholders.

• Familiarity with engineering performance concepts and metrics, including DORA metrics.

• Experience supporting Fortune 500 or similarly complex organizations is preferred.

• Experience in Financial Services, Healthcare, Government, or other regulated industries is preferred.

• U.S. work eligibility is required.

• Candidates must reside in Texas, Wisconsin, Illinois, South Dakota, Colorado, Washington, Idaho, or California.

🏝️ Benefits

• Fully remote work opportunity.

• Approximately 20% travel, including visits to customers.

• Regular customer-facing travel, typically 1–2 trips per month lasting 2–3 days each.