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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.
Role DescriptionFor our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations.
You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall adoption and technical health, helping them to realize the maximum value out of their Salesforce investment. You will foster innovation. You will also act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.
This will require deep functional and technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.
Your Impact
Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
Help your customers achieve their business goals and outcomes on the Salesforce platform by:
- Coordinating the completion of the Signature Success catalog of services as required for your customer.
- Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
- Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
Ensure business value realization for the client
The CSM may be required for occasional travel to customer sites. Minimum Requirements
- Minimum of 8 years of work experience in one or more of the following: project leadership (business & IT), business and/or functional consultant, technical customer success, salesforce CRM or SaaS platform use, technology solutions development, technical solutions, and/or solutions architecture.
- Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform.
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
- Skills for analyzing technical concepts and translating them into business terms and mapping business requirements into technical features.
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
- Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
- Deep Artificial Intelligence (LLM, Agents, ethical implications, ...) and data literacy
- Team work and Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management etc
- Full professional level of English and French languages
Behavioral Competencies
- Growth mindset (e.g., willingness to step into unfamiliar situations)
- Ability to uncover root causes and reveal new opportunities
- Identification and targeting of own learning needs and pursues challenging/stretch learning activities
- Application of knowledge, skills, or new job related information in a timely manner to enhance the customer's experience
- Capability to persist in the face of adversity and disappointment
- Ability to anticipate and adapt to role changes per evolving Salesforce needs.
Preferred Requirements
- Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).
- Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
- Experience working with Enterprise-level customers.
- **Experience with Salesforce Health or Life Sciences Cloud and/or a competing Health or Life Sciences Industry technology **(strong plus)
Description du Poste
Le Signature Success Plan s'adresse à nos clients qui souhaitent tirer le meilleur parti de Salesforce grâce à un support d'entreprise rapide, dispensé par nos experts les plus qualifiés. En souscrivant à Signature, nos clients débloquent un niveau de partenariat stratégique, une expertise de pointe et des outils pour rester agiles.
En tant que Customer Success Manager (CSM), vous interviendrez comme ressource dédiée et partenaire pour les organisations clientes de Salesforce. Vous serez un conseiller de confiance, tissant des liens profonds avec vos clients et les équipes de compte, tout en restant vigilant face aux événements clés, aux besoins, aux risques potentiels et aux leviers de valeur. Avec une attention constante portée aux enjeux métier, vous aiderez vos clients à améliorer l'adoption globale et la santé technique de leur solution, leur permettant ainsi de maximiser le retour sur investissement de Salesforce. Vous favoriserez l'innovation. Vous servirez également de point de contact pour tout incident client majeur, en étant responsable de la gestion des attentes et des communications jusqu'à la résolution de ces incidents.
Ce rôle nécessite une connaissance fonctionnelle et technique approfondie de la plateforme Salesforce, ainsi qu'une capacité à collaborer étroitement avec les équipes internes et externes pour offrir une expérience Signature unifiée.
Votre Impact
Responsabilité unique : Être l'interlocuteur principal garant de la livraison de tous les services Signature, de l'expérience client, ainsi que du renouvellement et de l'expansion du contrat.
Relationnel de haut niveau : Cultiver et maintenir des relations avec les parties prenantes de l'IT et les directions métiers, les sponsors et les décideurs des organisations ayant souscrit à Signature.
Atteinte des objectifs : Aider vos clients à atteindre leurs résultats métier sur Salesforce en :
- Coordonnant l'exécution du catalogue de services Signature Success selon les besoins du client.
- Fournissant des conseils proactifs et opportuns sur les fonctionnalités Salesforce en fonction des centres d'intérêt du client.
- Agissant comme conseiller pour l'adoption des nouvelles fonctionnalités des versions annuelles de Salesforce et en identifiant les risques potentiels pour l'implémentation du client.
Valorisation : Communiquer la valeur de Signature Success. S'assurer que tous les collaborateurs comprennent cette valeur pour garantir le renouvellement du contrat par les clients.
Défense des intérêts (Advocacy) : Agir en tant qu'avocat des clients lors du triage et de la résolution des cas de haute sévérité afin de faciliter une résolution rapide.
Réalisation de la valeur : Garantir que le client concrétise la valeur métier attendue.
Des déplacements occasionnels chez les clients peuvent être requis.
Profil Recherché
- Expérience : Minimum de 8 ans d'expérience dans un ou plusieurs des domaines suivants : gestion de projet (Business & IT), consultant business/fonctionnel, Customer Success technique, utilisation de la plateforme CRM Salesforce ou SaaS, développement de solutions technologiques ou architecture de solutions.
- Expertise plateforme : Expérience avec Salesforce Sales Cloud et/ou Service Cloud (ou une plateforme concurrente pertinente).
- Communication : Excellentes capacités de communication et de présentation ; capacité démontrée à influencer efficacement à tous les niveaux, y compris auprès des directions générales (C-level).
- Analyse et vulgarisation : Capacité à analyser des concepts techniques pour les traduire en termes business, et à transformer des besoins métier en fonctionnalités techniques.
- Collaboration transverse : Expérience dans la direction d'équipes pluridisciplinaires pour résoudre les besoins ou projets des clients.
- IA et Data : Solide culture en Intelligence Artificielle (LLM, Agents, implications éthiques, etc.) et en analyse de données.
- Esprit d'équipe : Capacité à nouer des relations internes solides avec les ventes, l'ingénierie, la gestion de produit, etc.
- Langues : Maîtrise professionnelle complète de l'anglais et du français.
Compétences Comportementales
- Growth mindset : Volonté d'évoluer dans des situations méconnues.
- Esprit d'analyse : Capacité à identifier les causes racines et à révéler de nouvelles opportunités.
- Apprentissage continu : Identification de ses propres besoins de formation et poursuite d'activités d'apprentissage stimulantes.
- Réactivité : Application rapide des connaissances et des nouvelles informations pour améliorer l'expérience client.
- Résilience : Capacité à persévérer face à l'adversité ou aux imprévus.
- Adaptabilité : Capacité à anticiper et à s'adapter aux changements de rôle selon l'évolution des besoins de Salesforce.
Atouts (Preferred Requirements)
- Certifications Salesforce : Un plus (AI Associate, Administrator, Platform App Builder, Sales/Service Cloud Consultant, Data Cloud Consultant).
- Connaissance produit : Maîtrise des fonctionnalités, du déploiement et des meilleures pratiques Salesforce.
- Grands Comptes : Expérience de travail avec des clients de type "Enterprise".
- Secteur spécifique : Expérience avec Salesforce Health Cloud, Life Sciences Cloud ou une technologie concurrente du secteur de la santé (fortement appréciée).
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
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Posting Statement
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