Customer Success Manager, Senior Manager

Responsibilities

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision‑makers within customer organizations that have purchased Signature and beyond.
• Help your customers achieve their business goals and outcomes on the Salesforce platform by:
  • Coordinating the completion of the Signature Success catalog of services as required for your customer.
  • Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
  • Acting as an advisor for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
  • Acting as an advisor on the integration of agentic AI into their business processes, considering technology, workforce, data governance, and ethical implications.
  • Estimating and communicating the value of Signature Success, ensuring all collaborators understand this value so that customers continue to renew.
  • Acting as an advocate for customers during the triage and resolution of high‑severity cases to assist with timely resolution.
• Maintain awareness of key events, needs, potential risks, and value drivers, ensuring proactive engagement.
• Act as a point of contact for major customer incidents, managing expectations and communications through resolution.
• The CSM may be required for occasional travel to customer sites and may need to be available for some after‑hour or weekend coverage, depending on the customer's need.

Qualifications

Minimum Requirements

• Italian mother tongue, based in Milan or immediate surroundings.
• Fluent in English, official proficiency certifications preferred.
• Minimum of 10 years of work experience in Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
• Experience with CRM applications, including Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform.
• Exceptional communication and presentation skills with demonstrated ability to influence effectively at all levels, including executive and C‑level.
• Ability to explain complex technical concepts in business‑friendly terms to customers, then translate customer needs to internal partners.
• Ability to coordinate and work closely with high‑volume events and/or key events for the customer.
• Experience leading cross‑functional teams to facilitate resolution or disposition of customer needs or projects.
• AI and Data literacy, including understanding of AI concepts like machine learning, agentic AI, responsible use, and ethical implications; and data modeling, data strategy, and analytics.
• Knowledge of software development process and design methodologies.

Preferred Requirements

• Salesforce product certifications (Agentforce Specialist, Platform Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data 360) and Trailhead Ranger status and above.
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
• Experience working with enterprise‑level customers.

Note: This role is office‑flexible. The expectation is to be in the office or customer site 3 days per week, or as needed.

If you need a reasonable accommodation during the application or recruiting process, please submit a request via the Accommodations Request Form.

Equal Employment Opportunity

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All employees or potential employees will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.

The same goes for recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.