Job Summary

Salesforce is seeking a dynamic and experienced Senior Customer Success Manager (CSM) to manage and nurture relationships with our most strategic enterprise accounts. In this role, you will be responsible for ensuring that customers achieve their desired outcomes through the effective use of Salesforce products and solutions. You will serve as a trusted advisor, partnering closely with clients to drive adoption, deliver measurable value, and foster long-term success. This remote position allows you to work from home while supporting major enterprise clients, including Amazon, and other global accounts.

Key Responsibilities

• Develop and maintain strong relationships with key enterprise stakeholders, ensuring alignment with business goals and Salesforce solutions.

• Drive customer retention, satisfaction, and expansion through strategic planning and proactive engagement.

• Lead quarterly business reviews (QBRs) and success planning sessions with enterprise customers.

• Collaborate cross-functionally with Sales, Product, and Technical Support teams to ensure seamless customer experiences.

• Identify upsell and cross-sell opportunities to maximize customer lifetime value.

• Analyze usage data and KPIs to identify risks, trends, and opportunities for customer growth.

• Guide enterprise customers through change management and digital transformation initiatives.

• Serve as the customer’s voice internally to influence product enhancements and roadmap decisions.

• Manage escalations effectively, ensuring timely and satisfactory resolution of complex issues.

• Mentor and guide junior Customer Success Managers to build a high-performing team culture.

Required Skills and Qualifications

• Bachelor’s degree in Business, Management, Computer Science, or a related field (Master’s preferred).

• Proven experience in customer success, account management, or consulting within enterprise SaaS environments.

• In-depth understanding of Salesforce products, CRM technologies, and cloud-based solutions.

• Strong communication and presentation skills, with the ability to engage with C-level executives.

• Exceptional problem-solving abilities and strategic thinking.

• Data-driven mindset with the ability to translate insights into actionable strategies.

• Excellent organizational skills and attention to detail.

• Strong negotiation and conflict-resolution skills.

Experience

• 8+ years of experience in Customer Success, Account Management, or Enterprise Consulting roles.

• Demonstrated success managing large-scale enterprise accounts, preferably in technology or SaaS industries.

• Experience working with global clients such as Amazon or similar Fortune 500 organizations is a plus.

Working Hours

• Flexible remote working hours with a focus on customer time zones and global collaboration.

• Occasional evening or weekend meetings may be required to align with international clients.

Knowledge, Skills, and Abilities

• Comprehensive understanding of customer lifecycle management and retention strategies.

• Proficiency in Salesforce CRM and related ecosystem tools.

• Ability to build trust-based relationships and influence stakeholders at multiple levels.

• Strong analytical, coaching, and leadership capabilities.

• Ability to work independently while collaborating effectively in a virtual environment.

• Exceptional time management and multitasking abilities in a fast-paced setting.

Benefits

• Competitive salary package with performance-based bonuses.

• Fully remote work flexibility (Amazon work-from-home partnership).

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan and stock purchase options.

• Paid time off, parental leave, and wellness programs.

• Professional development opportunities through Salesforce Trailhead and leadership programs.

• Collaborative culture that values innovation, inclusion, and employee well-being.

Why Join Salesforce

At Salesforce, we believe in the power of technology to make the world a better place. You’ll join a team of passionate professionals dedicated to driving customer success, innovation, and meaningful impact. As a Senior Customer Success Manager, you will play a pivotal role in shaping the future of enterprise relationships and delivering transformative business value. Working remotely with Amazon and other high-profile clients provides a unique opportunity to influence digital transformation at a global scale while maintaining work-life balance and flexibility.

How to Apply

Interested candidates should submit their updated resume and a brief cover letter detailing relevant experience and achievements through the official Salesforce careers portal.
Shortlisted candidates will be contacted for virtual interviews and further discussions.