At a Glance
- Tasks: Drive customer success by guiding clients through Salesforce's powerful AI CRM solutions.
- Company: Join Salesforce, the leader in AI-driven customer relationship management.
- Benefits: Enjoy competitive salary, flexible work options, and opportunities for personal growth.
- Other info: Collaborative environment with a focus on equality and professional development.
- Why this job: Be a Trailblazer in transforming businesses with innovative AI solutions.
- Qualifications: 3+ years in Customer Success or related fields, strong communication skills required.
The predicted salary is between 158400 - 158400 $ per year.
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.
The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.
We are looking for candidates who have experience supporting customers in one or more of the following industries:
- Financial Services (FINS) – Works with banking, insurance, wealth management, and other financial services organizations to support digital transformation, regulatory compliance, and improved customer and member outcomes through the Salesforce platform. Direct experience with Financial Services Cloud is preferred.
Your Impact
- Customer Accountability and Value Alignment: Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion. Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle. Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
- Strategic Advisory and Stakeholder Management: Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams. Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores). Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
- Technical Health, Adoption, and Risk Management: AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring. Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
- Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmaps.
Minimum Requirements
- Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields.
- Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
- Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
Cloud/Platform Requirements
- 3-4 years experience supporting customers using Sales Cloud and Service Cloud.
- Working knowledge of core features: Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards; Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing.
Preferred Requirements
- Sales Cloud Consultant and Service Cloud Consultant certifications.
- Experience with Einstein for Sales and Service.
Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
Customer Success Manager in Montréal employer: Salesforce, Inc.
Salesforce is an exceptional employer that fosters a culture of innovation and collaboration, particularly for the Solution Engineer role in the Greater Toronto Area. With a strong commitment to employee growth through comprehensive training programs and mentorship initiatives, Salesforce empowers its team members to excel in their careers while contributing to meaningful projects in the public sector. The company also offers flexible work arrangements and a supportive environment that values diversity and inclusion, making it an ideal place for passionate individuals looking to make a significant impact.
