Description

Role Summary

This Customer Success Manager, Senior Manager will be aligned to the Energy & Utilities customer segment. The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers. This role acts as a primary strategic partner, who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment. Ensuring the seamless delivery of all deliverables necessary to advance the customer’s core business goals. The Senior Manager is required to integrate multiple products or processes to create effective customer solutions.

Key Responsibilities

Strategic Accountability and Account Leadership

• ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.

• Complex Program Management: Effectively own the Signature experience across complex, multi-org customers. This involves organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans.

• Resource Mobilization: Act as the central resource for the team and the customer, connecting all the dots. This includes proactively taking ownership of customer needs and drawing expert resources into customer situations as needed.

• Engagement Charter: Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.

• Business Value Integration: Align the Account Success team and internal stakeholders around the customer's business and technical goals, ensuring value delivery through the Signature offer.

• Agentic Workflow Design: Designing multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building.

• ROI Segmentation (Human vs. AI): Determining which customer segments or tasks require high-touch human coverage vs. autonomous "always-on" AI support.

Trusted Advisory and Executive Influence

• Advanced Stakeholder Management: Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport.

• Complex Navigation: Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results. Drive consensus with collaborators and influence key internal and external stakeholders to engage in the process.

• Business Insight: Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals. This includes adapting established solutions to solve complex customer problems.

• Customer Advocacy: Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success.

• Solution & Industry Expertise: Develop a strong working knowledge of Salesforce’s major solutions and a "sales pitch" understanding of the rest. Leverage industry insight to position customers for future success.

• Mentorship and Development: Demonstrate a growth mindset by pursuing challenging learning activities. Mentor team members to help accelerate their personal development and contribute subject matter expertise internally within Salesforce.

Domain Expertise and Risk Mitigation

• Risk Management: Act as the leader in identifying problems. Leverage the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-live dates are at risk.

• AI Governance & Guardrails: Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles.

• Root Cause Synthesis:Can use AI tools for account-level pattern recognition and access automated RCA reports for specific scenarios

• Root Cause Analysis: Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms.

Minimum Requirements

• Experience: Experienced business professional with relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.

• Executive Communication: Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.

• Behavioral Competency: Ability to handle objections, navigate complicated discussions, and drive alignment. Must demonstrate persistence in the face of adversity and disappointment.

• Technical Acumen: Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment

Cloud Specific Experience

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)

• Energy & Utilities Cloud Consultant (ideally)

Note: This role is office-flexible, and the expectation is to be in office 3 days per week.

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