Customer Success Manager, Senior Manager

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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.

At Salesforce, our Signature Success Plan provides enterprise customers with Salesforce’s highest level of strategic partnership, technical expertise, and proactive support.
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

• 8+ 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.

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.

We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

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.