Customer Success Manager

About the Company

Salesforce is a leading AI-powered CRM platform that brings people and intelligent agents together to help customers succeed. The company emphasizes trust, innovation, and measurable business impact, with a strong focus on AI-driven transformation and core values.

This opportunity is for professionals who want to contribute to workforce transformation in the agentic era and help customers unlock value from Salesforce solutions.

Role Summary

The Customer Success Manager will support high-value customers using the Signature Success Plan, ensuring they realize strong returns from the platform. Acting as both a trusted advisor and an extension of the customer’s team, this person will help organizations solve technical and business challenges while keeping customer priorities aligned with outcomes.

Location and Working Arrangement

• This position is based in Auckland only.
• The role is office-flexible, with an expectation of working from the office 3 days each week.

Key Responsibilities

• Own customer accountability for Signature deliverables, the overall experience, renewals, and expansion opportunities.
• Coordinate the complete set of benefits and deliverables included in the Signature lifecycle.
• Apply the right internal processes to meet customer needs and ensure the promised value is delivered.
• Work effectively with business and technical stakeholders to align business outcomes with technical objectives.
• Organize priorities, structure day-to-day work, and manage assigned tasks with care and discipline.
• Use internal resources appropriately and seek guidance from managers or mentors when facing complex priority decisions.
• Build trusted relationships with stakeholder groups, including executive leaders across IT and business teams.
• Act as a reliable advisor by understanding customer goals, business models, and practical solutions to their challenges.
• Strengthen partnership commitments and encourage innovation that supports the customer’s business direction.
• Increase adoption of products and services while identifying barriers that could affect customer success.
• Work with more senior colleagues when tackling difficult issues or shaping strategic success plans.
• Use AI tools to streamline routine tasks such as meeting summaries, QBR data gathering, and initial health checks.
• Use plain-language prompts to direct AI agents in locating customer data and drafting first versions of success plans.
• Monitor AI-driven sentiment and intent signals to detect early concerns and escalate them for human review.
• Keep developing through Agentblazer learning and certifications to stay current on autonomous agent capabilities.
• Apply product expertise to diagnose technical concerns, ask strong discovery questions, and connect platform capabilities to customer roadmaps.
• Run quarterly reviews, watch for trends, and provide tailored release guidance that supports stability, performance, and feature growth.
• Serve as the main contact during major incidents and ensure timely updates and issue resolution.
• Collaborate closely with Sales, Engineering, and Product Management to support customer relationships and uncover revenue opportunities.
• Create clear engagement plans, communicate proactively with internal partners, and keep customer outcomes central to decisions.

Minimum Requirements

• At least 4 years of relevant experience in Customer Success, preferably handling complex accounts in the SaaS industry.
• Strong consulting capability, including the ability to drive value, lead discussions, handle objections, and influence senior executives.
• Good understanding of the relevant industry and how it affects customer business needs.
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical audiences and translate technology into business language.
• Self-directed learner who actively pursues development opportunities and seeks guidance from experienced mentors.

Preferred Cloud and Certification Background

• Salesforce certifications are considered an advantage, including AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, and Data Cloud Specialist.
• Marketing Cloud certifications such as Email Specialist and Engagement Foundations are preferred, along with Salesforce Platform Administrator certification.
• Agentblazer Champion Status or a higher level of AI readiness is preferred.

Application and Company Notes

To maintain a strong candidate experience, applicants are asked to limit applications to a maximum of 3 roles within a 12-month period so duplicate efforts are avoided.

Salesforce provides reasonable accommodations during the application or recruitment process upon request.

The company uses AI tools to assist recruiters in reviewing resumes and qualifications, but human decision-makers remain responsible for candidate selection and hiring decisions.

Salesforce is an equal opportunity employer and makes employment decisions based on merit, competence, and qualifications. The company does not discriminate on protected grounds and applies this approach across hiring, compensation, promotion, training, benefits, and all other employment actions.

Candidate Fit

Best suited for experienced customer success professionals with strong stakeholder management, advisory, and technical communication skills who can operate effectively in a SaaS environment and support AI-driven customer transformation.