Customer Success Manager , Senior Manager (technical)

Salesforce Salesforce · Enterprise · Tokyo, Japan, Japan

This role is a Customer Success Manager (CSM) focused on technical aspects within Salesforce's AI CRM platform. The CSM will partner with customers to understand their business goals, evangelize Salesforce features, provide technical insights, and drive customer adoption and value realization. While the company heavily promotes its AI capabilities and the role mentions AI/agents, the core function is customer success and driving value from the platform, not building or directly shipping AI models or systems. The role requires understanding AI/ML concepts as a preferred skill to better advise customers on the platform's capabilities.

What you'd actually do

  1. Understand and propose goals by leveraging our Customer Success Methodology, working with customer stakeholders to understand their goals, assess their capabilities, and propose to accelerate the achievement of their business and technology goals.
  2. Evangelize Salesforce by deepening understanding and knowledge of customer's Salesforce adoption and evangelizing Salesforce capabilities across all our clouds.
  3. Present best practices to customers, guiding them on organizational strategy, governance, and change management best practices based on customer needs.
  4. Proactively identify risks that hinder the achievement of the customer's stated business objectives and collaborate with the account team to develop risk mitigation plans.
  5. Build and nurture executive-level relationships with customer's IT and business executive leadership, sponsors, and decision-makers to solidify partnerships and ensure customer commitment to their business and IT sponsors and team members.

Skills

Required

  • 6+ years of experience in Customer Success, Technology Consulting, Enterprise Architecture, or Technology Solution Development
  • Deep business, industry, and product knowledge
  • Ability to lead effective and impactful dialogue with C-level executives, skillfully navigating difficult conversations and objections.
  • Understanding of Salesforce products and platform capabilities, performance, and best practices.
  • Ability to quickly understand and clearly articulate technical and business concepts.
  • Fluent Japanese and basic English reading/writing skills.

Nice to have

  • Deep knowledge of specific clouds.
  • Proven track record of working as a 'Trusted Advisor' driving customer business value and strong consulting skills.
  • At least two of the following experiences/knowledge: deep knowledge of business processes (sales, service, marketing, support), business applications, and automation; understanding of AI and machine learning concepts, understanding of agent platforms, and knowledge of how to configure and deploy agents; enterprise-level software development lifecycle or project management experience; knowledge of integration, flows and automation, and how to integrate via API connections; deep understanding of middleware, infrastructure knowledge (e.g., basic knowledge of databases, networks, etc.) used in cloud computing.
  • Advanced English, Korean, or Chinese skills (level to conduct business with relevant departments).

What the JD emphasized

  • deep business, industry, and product knowledge
  • deepen understanding and knowledge of customer's Salesforce adoption
  • deep knowledge of specific clouds
  • strong consulting skills
  • effective and impactful dialogue with C-level executives
  • AI and machine learning concepts
  • agent platform understanding
  • agent configuration and deployment knowledge