Operations Manager - Customer Success

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.

Success Plans, which lead Salesforce customers to success, offer three types of plans tailored to customer needs, providing resources, guidance, and technical support. The Customer Success Operations team plays a crucial role in taking responsibility for the operations of these Success Plans and enabling the service delivery team to promote customer success.

This position (Operations Manager) supports the execution of cross-organizational operations related to Customer Success KGI/KPIs and strategic initiatives, and drives Customer Success operations in response to changes in Salesforce product and platform lifecycles. You will work closely with stakeholders, including members from other departments and global headquarters, to pursue the best customer experience and efficient operations. Through these activities, you will play an important role in contributing to customer trust, improving organizational productivity and efficiency, and customer success. Key performance indicators include customer satisfaction, Salesforce usage scores, and churn rate.

Below is a detailed breakdown of the role:

Key Responsibilities

• Strategic Planning and Implementation: Develop and execute operational strategies aligned with company goals. This is done in close cooperation with organizational and team leaders.
• Project Management: Drive projects using PM/PMO methodologies and tools.
• Cross-functional Collaboration: Collaborate with various departments to ensure smooth coordination and consistency of operational activities.
• Process Improvement: Identify opportunities for streamlining workflows, improving efficiency, and optimizing operational procedures.
• Risk Management and Compliance: Ensure compliance with safety regulations, compliance requirements, and risk management protocols.
• Performance Monitoring and Analysis: Track key performance indicators, analyze operational data, and identify areas for improvement.

Required Skills

• IT Systems Experience: Experience in implementing and operating business applications/platforms.
• Communication Skills: Ability to communicate effectively with diverse stakeholders.
• Organizational and Time Management Skills: Ability to manage multiple tasks, set priorities, and meet deadlines.
• Language Skills: Native level Japanese, business level English.
• Documentation Skills: Ability to organize and document data and key points using logical thinking and business frameworks.
• Data Analysis and Reporting Skills: Ability to analyze operational data, identify trends, and create reports to support decision-making.
• Problem-Solving Skills: Ability to grasp the essence of problems and logically think of solutions.
• Self-starter: Ability to independently plan and initiate actions to achieve given goals without waiting for instructions.

Desired Skills and Experience

• Salesforce product certifications (Service Cloud, Tableau, etc.)
• Project management qualifications
• Experience in introducing generative AI tools
• Marketing experience
• Korean, Chinese language skills

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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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee 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. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.