Customer Success Manager (BTC)

Salesforce is seeking a Customer Success Manager (CSM) to partner with customers, leveraging deep business, industry, and product knowledge to accelerate business value from their Salesforce investment. The CSM will specialize in specific clouds or industries, building relationships with key stakeholders to guide them through their digital journey, focusing on org strategy, governance, and change management best practices. This role involves proactive risk identification, adoption path execution, and delivering innovation to customer businesses.

Must Have

• Leverage Customer Success Methodology
• Partner with customer stakeholders to understand goals and assess capabilities
• Provide recommendations to accelerate business and technology objectives
• Develop understanding of customer’s Salesforce implementation
• Evangelize Salesforce capabilities across all Clouds
• Guide on org strategy, governance, and change management best practices
• Demonstrate hands-on Salesforce product knowledge
• Apply platform features and functions to customer business priorities and roadmap
• Proactively identify risks to the customer achieving their stated business goals
• Work with the account team to build a risk mitigation plan
• Produce and execute a comprehensive adoption path
• Deliver business value and innovation to a customer’s business
• Build and foster executive-level relationships with IT and business executive leadership
• Network within accounts from the Executive-Level down
• Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates
• Fluency in Japanese
• Basic English comprehension skills

Good to Have

• In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry
• Strong consulting skills and proven results working as a Trusted Advisor
• Ability to drive effective and influencing conversations at the C-level
• Facilitate difficult discussions and adept at handling objections
• Proven understanding of Salesforce product and platform features, capabilities, and best use
• Able to articulate the importance and value of Governance to Business and IT executives
• Good understanding of enterprise architecture principles
• Ability to quickly grasp and distinctly explain technological and business concepts

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Customer Success Manager uses deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Customer Success Manager will specialize in one or more line of businesses, a specific cloud or industry to speak the customer language and ensure customer value realization. They are aligned at key stakeholder level, building and fostering positive relationships to help customers progress on their digital journey. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs. The ideal Customer Success Manager will possess both a Cloud specialization and industry skills that enables them to speak the customer language.

Responsibilities

• Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives
• Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
• Guide a customer on org strategy, governance and change management best practices based on customer needs
• Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
• Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan.
• Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
• Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & team members
• Working collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives
• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
• Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates

Preferred Qualifications & Skills:

• In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry
• Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers
• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
• Proven understanding of Salesforce product and platform features, capabilities, and best use is highly desired
• Able to articulate the importance and value of Governance to Business and IT executives
• Good understanding of enterprise architecture principles strongly preferred
• Ability to quickly grasp and distinctly explain technological and business concepts
• Fluency in Japanese, and basic English comprehension skills

Leadership Qualities:

PASSION: Passionate about Customer Success

THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, phenomenal storyteller

URGENCY: Ability to adapt quickly and drive business value and results

OHANA: Embodies Aloha culture: A standout colleague that everyone enjoys working with and has a generous heart

TRUST: Trust the company’s core values

ADAPTABLE: Excels in high levels of uncertainty and change

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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