Manager, Customer Success

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Who We Are
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place.

Position Description
Are you passionate about delivering exceptional customer experiences and leading a team of dedicated professionals? We’re seeking a Success Analyst Manager to join our Customer Success Group at Salesforce. In this role, you’ll be a pivotal player in ensuring our clients maximize the value of our suite of products through proactive monitoring and expert support.

As a Success Analyst Manager, you’ll oversee a team of Success Analysts, providing guidance and support as they navigate Data analysis Engagements. Your role extends beyond day-to-day management; you’ll actively contribute to the evolution of our service offerings, driving continuous improvement to meet the evolving needs of our business and clients.

Responsibilities

• Collaborate with direct reports to understand and address their challenges, ensuring they meet weekly, monthly, and quarterly deliverables.

• Provide second-level expertise and coaching to the team, fostering their professional growth and development.

• Managing escalations effectively and maintaining stakeholder satisfaction.

• Drive the transformation of our Proactive Monitoring offerings, adapting to changing business requirements and expanding our capacity to serve clients effectively.

• Apply a continuous improvement mindset to people, process, and technology, constantly looking for ways to improve the customer experience.

Required Skills/Experience

• 10-15 years of relevant experience in delivering outstanding customer experiences.

• Demonstrated ability to support and nurture a talented team.

• Strong written and verbal communication skills, essential for engaging with top-tier clients.

• Action-oriented with excellent organizational, analytical, and problem-solving abilities.

• Highly adaptable and resourceful, with proven experience working within global teams.

• Technical aptitude, particularly in Salesforce applications and solutions.

• Bachelor’s degree or equivalent work experience.

Other Skills/Preferred Requirements

• Experience with Data analysis and visualization tools (Splunk, Tableau etc.)

• Experience leading through organizational change

• Relevant Salesforce certifications such as Administrator, Advanced Administrator, App Builder, or Platform Developer.

• Knowledge of CRM domain and experience with Salesforce CRM, Force.com, Marketing Cloud, and related technologies.

Accommodations

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Posting Statement

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Salesforce welcomes all.