Customer Success Manager (Nonprofit / NGO)

Senior Customer Success Manager (CSM)

Salesforce is a leading AI CRM provider. We are looking for a Senior Customer Success Manager (CSM) to partner with nonprofit and NGO customers, helping them maximize the value of their Salesforce investment.

In this role, you will act as a trusted advisor to both business and technical stakeholders, driving platform adoption, operational success, and long term customer value.

This is a strategic, customer-facing role requiring strong Salesforce knowledge, consultative skills, and executive stakeholder management experience.

Your Impact

• Serve as the primary point of accountability for Signature Success customers, ensuring an outstanding customer experience, retention, and growth.
• Build trusted relationships with executive stakeholders, IT leadership, and business teams within nonprofit and NGO organizations.
• Drive customer success through platform adoption, optimization, proactive guidance, and strategic planning.
• Advise customers on Salesforce capabilities, releases, best practices, and potential risks.
• Coordinate Signature Success services and collaborate across internal teams to deliver successful customer outcomes.
• Act as a customer advocate during critical incidents and escalations, ensuring effective communication and timely resolution.
• Support renewal and expansion opportunities by consistently demonstrating customer value.

Minimum Qualifications

• 7+ years of experience in Customer Success, Technical Account Management, Salesforce consulting, Solutions Architecture, or SaaS advisory roles.
• Experience with Salesforce Nonprofit Cloud or a comparable CRM platform.
• Strong experience managing enterprise customer relationships and executive stakeholders.
• Ability to translate technical concepts into business-focused recommendations.
• Excellent communication, presentation, and stakeholder management skills.
• Experience leading cross-functional collaboration in complex customer environments.

Preferred Qualifications

• Experience working with nonprofit organizations or NGOs.
• Consulting or strategic advisory background.
• Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, or Service Cloud Consultant.
• Experience supporting enterprise level customers in SaaS environments.

Accommodations

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

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. All employees or potential employees are 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, or any other classification protected by law. This policy applies to recruiting, hiring, promotion decisions, compensation, benefits, training, and all other employment matters at Salesforce.