Customer Success Manager, Senior Manager

About the role

Customer Success team at Salesforce drives AI-powered client adoption and business outcomes. The Senior Manager partners with complex, multi‑org Signature customers to design ROI‑focused engagement plans, orchestrate resources, and embed AI governance while leading executive stakeholder relationships. Bangalore, hybrid model with 3 days onsite per week, relocation assistance available.

What you’ll do

• Drive ROI‑driven client engagements
• Own complex program management for multi‑org customers
• Mobilize resources and act as central point of contact
• Craft engagement charters with clear goals and metrics
• Integrate business value across Account Success and internal teams
• Design agentic digital workflows to free CSM for relationship building
• Segment tasks between human and AI support
• Manage executive stakeholder relationships
• Lead risk management and incident response
• Guide AI governance and safety‑by‑design frameworks
• Conduct root cause analysis and synthesize insights

What you’ll bring

• 5-6+ years Customer Success or SaaS consulting experience
• Executive communication and presentation skills
• Behavioral competency for objection handling and alignment
• Technical acumen to align business and technical solutions
• Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)

Skills