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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.
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Momentum (A Salesforce Company) is an AI Revenue Orchestration Platform designed to supercharge a company's revenue engine from the first customer call to renewals. We capture unstructured data from customer interactions and automate critical workflows. Here, ambition meets action, and innovation is 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 and driving innovation.
Role Description 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.
Our Customer Success team advises and guides a wide variety of customers, ensuring they successfully integrate, adopt widely and continuously gain business value from our AI Revenue Orchestration platform. We serve as the trusted point of contact for Momentum's strategic key customers across the customer lifecycle. Part coach, project manager, consultant and product specialist, Our Momentum CSMs work closely with customers to discover their business needs and challenges and then mentor them on the best ways to leverage our platform to solve them.
Your Impact Customer Accountability and Value Alignment
- Conduct maturity assessments and build Momentum adoption roadmaps
- 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
- Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer
- Prioritize the most urgent work activities, organize tasks to avoid missing key steps and create basic plans to focus time, taking responsibility for assigned tasks
- Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems
- Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation and omni-channel routing
- Share best practices for sales and service process optimization, data quality and customer experience
Strategic Advisory and Stakeholder Management
- Drive adoption of Momentum’s AI features with reps, agents, managers, supervisors and ops teams
- Track usage metrics (revenue outcomes, sentiment analysis, agent utilization, feature adoption) and accelerate adoption, maturity, and growth across our largest customers while ensuring each customer realizes maximum business value
- Assess business requirements and advise on best practices for governance, platform configuration and data organization
- Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership
- Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model and applying proven solutions to their problems
- Solidify partnership commitments and drive innovation aligned with customers' business challenges
- Increase customer engagement with products and services and identify major political barriers to customer success
- Partner with more experienced team members to solve complex problems and develop strategic success plans when needed
- Conduct quarterly reviews of feature usage to drive adoption of key AI agents (Deal Execution, Customer Retention, Coaching) and ensure platform stability and performance
- Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput
Technical Health, Adoption, and Risk Management
- Collaborative Learning: Actively seeking out training and certifications to stay current on autonomous agent capabilities and AI best practices
- Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnostic questions and align platform features with customer priorities and roadmaps
- Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance and feature enhancement
- Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue
- Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities
- Form a clear plan for client engagements, communicate clearly and proactively with collaborators and keep the customer goal central to decision-making
- Escalate complex automation, data model, routing, or integration questions to technical resources
Minimum Requirements
- Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, 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
- Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business
- Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms
- Actively seek out relevant learning activities, approach obstacles as growth opportunities and seek experienced mentors to accelerate personal development
Cloud/Platform Requirements:
- 3-4 years of direct experience working with an AI or Revenue Orchestration platform; familiarity with best practices for automated deal and retention workflows.
- Expert knowledge of core capabilities: Deal Execution Agent, Customer Retention Agent, Coaching Agent and AI CRO agent features.
**Preferred Experience: **
- 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
- AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention
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.
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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $123,100 - $186,300 annually There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $147,400 - $202,600 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.