Customer Success Manager, Retail Industry

Overview of the Role

The Customer Success team within Signature Success is looking for a driven and customer focused Customer Success Manager (CSM) to serve as a primary point of contact for Salesforce's largest and highest profile customers. You will partner with a small portfolio of assigned accounts, maintaining a continual focus on customers' business goals to improve their overall technical and operational health and help them realise maximum value from their Salesforce investment. As a trusted advisor, you will build a track record in customer success through excellent communication and extensive knowledge of the Salesforce platform - translating business needs into solutions. You will forge strong relationships with customers and account teams, develop a deep technical understanding of their Salesforce implementation, and champion proactive services and best practices. These activities will enable you to proactively set customers up for success through platform optimisation, with particular care during critically important peak events. You will occasionally act as a point of contact during major incidents, owning customer expectations and communications through to resolution. The CSM acts as the technical primary interface on behalf of customers, working closely across internal and external collaborators - including partners and ISVs - to address customer needs. The ideal CSM has an extraordinary focus on customer success, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys building relationships, has excellent collaboration skills, and can learn new technologies quickly.

Responsibilities

• Serve as the single point of customer accountability, responsible for orchestrating all Signature deliverables, experience, renewal, and expansion.
• Build and maintain stakeholder relationships with IT and business executive leadership, sponsors, and decision makers within customer organisations that have purchased Signature Help customers to achieve their business goals and outcomes on the Salesforce platform.
• Coordinating the completion of the Signature Success catalogue of services.
• Providing timely, proactive Salesforce feature guidance aligned to customer areas of interest.
• Advising on the adoption of new Salesforce features across annual release schedules and identifying potential implementation risks.
• Communicating and demonstrating the value of Signature Success, ensuring all collaborators understand it so customers continue to renew.
• Advocating for customers during the triage and resolution of high severity cases to support timely resolution.
• Conducting quarterly reviews, identifying trends, and providing tailored release recommendations to ensure stability, performance, and feature enhancement.
• Building strong cross functional relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
• Occasionally being available for after hours or weekend coverage depending on customer need.
• Adapting to evolving role requirements in line with Salesforce's strategic direction.

Required Qualifications

• 7+ years of relevant industry experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, or Technical/Solutions Architecture.
• Excellent English communication and presentation skills, with demonstrated ability to influence and communicate effectively at all levels - including executive and C suite.
• Ability to analyse technical concepts, translate them into business terms, and map business requirements to technical features.
• Ability to explain complex technical concepts in accessible language to customers, and clearly translate customer needs to internal teams.
• Knowledge of software development processes and design methodologies.
• Experience leading cross functional teams to facilitate the resolution or disposition of customer needs or projects.
• A degree or equivalent experience. Experience will be evaluated based on the skills and behaviours relevant to this role - including extracurricular leadership, military service, volunteer roles, and other professional experience.

Preferred Qualifications

• 2+ years of experience in the Salesforce ecosystem.
• Salesforce product certifications (e.g. Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant).
• Knowledge of Salesforce products, features, capabilities, best use, and deployment practices.

Please note: This position requires the flexibility to travel to the London office 3 days a week.

Salesforce is an equal opportunity employer and maintains a policy of non discrimination with all employees and applicants for employment.