Customer Success Manager, Senior Manager

About the role

Customer Success team at Salesforce drives adoption and value for complex, multi‑org Signature customers. The Senior Manager partners strategically with executives to design ROI‑focused engagement plans, integrate AI‑enabled workflows, and manage risk while aligning technical and business goals. Role based in Mumbai with a hybrid model—three days onsite per week—offering deep collaboration across Salesforce product experts.

What you’ll do

• Determine ROI‑driven client engagement and deliver tangible value
• Own complex multi‑org Signature experience and create comprehensive success plans
• Mobilize resources and act as central point for customer needs
• Craft engagement charter with clear goals and metrics
• Integrate business and technical goals across Account Success team
• Design agentic digital workflows to free CSM for high‑stakes relationships
• Segment tasks between human and AI support for optimal coverage
• Manage stakeholder relationships and influence executive leadership
• Identify and mitigate risks using escalation and incident management processes
• Guide customers on AI governance, trust layer best practices, and safety‑by‑design principles
• Conduct root cause analysis and synthesize insights for continuous improvement

What you’ll bring

• 15+ years experience in Customer Success or SaaS consulting
• Executive communication and presentation skills
• Strong behavioral competency for handling objections and driving alignment
• Technical acumen to clarify roles and ensure business‑technical alignment
• Salesforce product certifications a plus (AI Associate, Administrator, etc.)