Senior Manager of Customer Success - Business Performance Management

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Operations

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

About the role
Salesforce is seeking a strategic and results-driven Senior Manager of Customer Success for Business Performance to join our Customer Success Planning Team. This role will drive awareness of Customer Success performance by proactively inspecting performance, diagnosing gaps, and influencing course corrections. You will craft the performance narrative through compelling storytelling, executive-level reporting, and critical communications that align partners on business performance and key priorities. Success requires strong business insight, a strategic attitude, and outstanding communication skills to distill sophisticated data into clear, compelling narratives that influence decision-making and align partners. This is an individual contributor role where you will work with several cross-functional teams.
Join an amazing team to make a meaningful impact to our organization!
As a Senior Manager, you will:
Drive performance visibility

• Proactively inspect Customer Success performance and forecasts against key objectives and targets.
• Build clear, data-driven narratives to ensure all collaborators understand and connect to business performance.
• Lead performance reviews to assess progress, identify risks, and develop action plans.
• Example deliverable: Performance insights monthly reports

Develop Stakeholder Engagement & Communication

• Craft and implement a Customer Success communication strategy to ensure timely and effective stakeholder engagement.
• Partner with teams to orchestrate business reviews, community calls, and leadership updates that drive alignment and decision-making.
• Develop and deliver presentations to senior executives and various levels within their teams.
• Lead various communication channels to ensure effective partner engagement.
• Example deliverable: Communications plan

Shape the Customer Success Performance Narrative

• Craft executive-level presentations and reports that clearly communicate performance, key insights, decisions, and progress.
• Deliver compelling storytelling that aligns stakeholders at all levels on CS priorities, risks, and opportunities.
• Customize insights and reporting for different team member levels.
• Example deliverable: Executive deck with narrative on progress, risks and opportunities

Influence key decisions

• Partner with leaders to diagnose performance gaps, mitigate risks, and implement course corrections that get results.
• Develop compelling, insightful recommendations to advise executive decision-making.
• Example deliverable: Mitigation plan for areas at risk

Thrive in Ambiguity & Fast-Paced Environments

• Act as an internal consultant, identifying root causes of challenges and presenting well-researched solutions.
• Operate with a self-starter mentality, handling multiple priorities while driving clarity in complex situations.

Experience and Skills Required:

• Bachelor's degree in business or a related field.
• 8+ years of experience in strategy, management consulting, or related roles, preferably within the Salesforce ecosystem.
• Strategic/creative problem solver who has validated the ability to see the big picture and connect the dots.
• Strong eye for business with the ability to analyze trends in data, identify risks and opportunities
• Problem solver able to quickly pick up on business challenges and craft effective solutions
• Program management and organizational change expertise.
• Deep experience in writing, story-telling, verbal communications and presentations
• Adept at distilling sophisticated content into clear, concise and engaging communications and presentations
• Expertise in developing internal communications materials for exec stakeholders
• Outstanding executive presence, communication and interpersonal skills, with the ability to influence and collaborate optimally with team members at all levels of the organization.
• Ability to thrive in a fast-paced, dynamic environment and lead multiple priorities simultaneously, delivering high-quality results within established timelines.
• Self-motivated, proactive, and results-driven mentality with a focus on continuous improvement and innovation.
• Ability to zoom out (to see the big picture) and zoom in (to dive into the details)
   

Our Investment In You:

• Extraordinary enablement and on-demand training - check out Trailhead.com for a sneak peek
• Exposure to executive leaders with vision with a passion for living our values
• Path to promotion with accelerated leadership development programs
• Weekly 1:1 coaching with your leadership
• Fast Ramp mentorship program
• Volunteer Opportunities
  Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World’s Most Innovative Companies, according to Forbes, we are #1 in PEOPLE’s Top 15 Companies that Care, and are on Fortune’s Change the World list. Values bring value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.
  We have a public-facing website that explains our various benefits for health, finance, time off, perks, parental benefits and discounts! Visit https://www.salesforcebenefits.com/ for the full breakdown

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

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. Know your rights: workplace discrimination is illegal. 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. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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.

For New York-based roles, the base salary hiring range for this position is $169,600 to $233,200.For Washington-based roles, the base salary hiring range for this position is $155,400 to $213,800.

For California-based roles, the base salary hiring range for this position is $169,600 to $233,200.

For Illinois based roles, the base salary hiring range for this position is $155,400 to $213,800.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.