Customer Success Manager - Higher Education

Customer Success Manager (CSM) Education Portfolio

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? Agentforce is the future of AI, and you are the future of Salesforce.

As a Customer Success Manager (CSM) on the Education Portfolio Customer Success team, you will serve as a named resource and partner for Salesforce's most complex public and private university customers. You are a trusted advisor, forging deep relationships with your customers and account teams, 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 technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.

These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep 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 orchestration of all Signature deliverables, experience, and 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.
• The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer's need.

Minimum requirements :

Preferred requirements :

Note : This role is office-flexible, and the expectation is to be in office 3 days per week (Bellevue / Seattle, Chicago, Indianapolis, Atlanta, Washington, DC).

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. 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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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.

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.