Customer Success Manager

Role Summary

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• Job Category
• Customer Success
• Job Details
• 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.

Customer Success Group(CSG) is the most crucial strategic partner in our customers' digital transformation journey with Salesforce. We provide operational and technical guidance to ensure our customers maximize the return on investment from their Salesforce platform and achieve business goals. A Customer Success Manager is a key role within CSG, who takes a technical success lead role, dedicated to supporting the most strategic customers who have Signature Success Plan. As a Customer Success Manager, you will manage the customer's Salesforce experience and their success journey, leveraging your product knowledge and technical expertise. Critically, you will align with Salesforce's Agentic Enterprise vision to spearhead customer platform utilization optimization and data foundation strategies. We are looking for a genuine talent who maximizes customer's Salesforce utilization, strategically manages the Customer Success Score, and leads the customer to the pinnacle of success.

Responsibilities

• Account Success Management: Technically manage and oversee the customer's Salesforce adoption, ensuring the realization of value promised through the Signature Success Plan offerings.
• Customer Journey and Experience Management: Understand the customer's overall business processes and technology roadmap, proactively design and manage the entire lifecycle that connects the Salesforce solution to the customer's tangible business value.
• Agentic Enterprise Initiative Application Leadership: Define and drive the utilization and operational aspects of Agentic Enterprise with 'Humans with AI Agent' within the Salesforce Platform to accelerate the customer's journey to AI transformation, supporting their business goals.
• C-Level Strategic Partnership: Build strong, trusted relationship with the customer's IT and/or business leadership team, serving as a trusted technical advisor to directly influence platform operation and utilization strategy.
• Technical Utilization Optimization and Customer Success Score Management : Regularly conduct in-depth technical health checks of the customer's Salesforce environment and lead optimization strategies to maximize platform performance and stability. Continuously monitor and analyze the key metrics, including the Customer Success Score and adoption/consumption rates, providing technical insights to strategically lead the customer's success journey progression.
• Risk Management and Performance Maximization: Proactively identify potential technical and operational risks that hinder the customer's achievement of stated business goals, establishing and executing preemptive mitigation plans to ensure successful outcomes.
• Proactive Innovation Proposal: Identify customer growth potential and, when appropriate, proactively recommend additional Salesforce products and services, and new technology adoption(e.g., Agentforce, Data Foundation, Slack) to foster continuous innovation

Required Qualifications - Technical Expertise & Experience

• 5+ years of professional experience in enterprise SaaS, CRM or cloud computing areas focused on technical account management, operational consulting, platform optimization, or complex IT/digital transformation post-sales delivery.
• Ability to effectively present best practices for operational stability, technical health checks, platform best practices, and governance and change management in a Salesforce environment to business and IT leaders.
• Deep hands-on understanding of Salesforce products and platform features, particularly within Sales, Service, Marketing Cloud, or Industries, and the ability to apply this knowledge to the operational environment. Understanding of complex system integration and data modeling from an operational perspective is essential.
• Practical understanding of AI, machine learning, and automation concepts that comprise the Agentic Enterprise, and knowledge of the processes for operating and utilizing these within the Salesforce platform.
• A high degree of understanding of core business processes (Sales, Service, Marketing, etc.), enabling the connection of technical solution utilization to business outcomes.
• Fluent business communication in Korean
• Business level English skill (Reading and Writing, Listening)

The Ideal Candidate Profile

We highly value the competency forged by your experience. Regardless of specific academic degrees or majors, we actively seek individuals with substantive and deep knowledges in a Salesforce platform and/or the related areas, coupled with certified professional expertise. We especially welcome candidates who meet at least two of the following conditions;

• Possession of multiple Salesforce certifications(Administrator, Consultant, or Architect Track) and knowledges/skills related to Salesforce platform and key applications.
• In-depth knowledge/experience of the technical project management, technical support engineering or software development lifecycle or (e.g. coding experience useful, but not required).
• Deep technical understanding of the underlying technologies used in cloud computing environments (e.g., Database concepts and SQL, OS and application layers, Network technologies, Multi-tenancy architecture).

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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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.

About the Company

Diversity & Inclusion

One of Salesforce's core values is, Equality. Salesforce believes in equal opportunity employment for everyone. Salesforce also promotes and respects work-life balance, because we believe that enhancing individual and professional growth is key to global success.

Be successful together

We foster creativity and innovation at every level. We align the entire company on the same objectives, strategic vision and country goals, which are built as one team. We are intentional about creating an inclusive community where every individual's voice is heard and everyone is empowered to be their authentic self.

We offer a fast-paced, innovative environment where you will be empowered to sell business applications solutions and be set up for success. Our goal is to build an organization of smart, customer oriented Account Executives, committed to our mission and focused on winning, but able to balance this with a respectful, healthy environment and lifestyle.

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.

Accommodations