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
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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Experience

The CSM team within Signature Success is looking for a driven and customer-focused Customer Success Manager to serve as a primary contact point for Salesforce’s largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The customer success Manager maintains awareness of the customer’s key events, needs, potential risks, value drivers and being proactive.

As a trusted advisor, CSM will build a track record in customer success through excellent communication with stakeholders and comprehensive knowledge of the Mulesoft platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Mulesoft implementation, share best practices, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during mission-critical peak events.

As a CSM you will occasionally act as a point of contact for any major incidents, leading the customer’s expectations and communications through the resolution of such incidents. The CSM acts as the technical primary interface on behalf of our customers and works collaboratively across both internal and external stakeholders, including partners and ISVs, as required to address the customer needs.

What You’ll Actually Be Doing

• Develop and maintain relationships with key customer business and IT partners to understand their top business goals and priorities, act as an internal authority on your customer’s key value drivers and needs, and act as an internal point of contact on your customer to internal stakeholders.
• 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 customerproviding timely, proactive Salesforce feature guidance based on the areas of interest for your customeracting as an advisor to your customers for the adoption of new features of Mulesoft releases and identifying potential challenges and risks to your customer’s implementationreinforcing to your customer the value in the implementation of technical recommendations for improvement based on Architectural guidance
• Communicate the value of Signature Success. Be accountable for ensuring all stakeholders understand this value so that customers continue to renew Signature Success.
• During infrastructure service degradations or disruptions that occur during normal business hours, provide regular updates and communications to key customer contacts. Partner with internal teams like Signature Support delivery and the Critical Incident Center for after-hours coordination. Following infrastructure incidents that impact customers, track the internal root cause analysis efforts to provide the customer a description of the cause and future prevention actions.
• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
• Leverage AI-powered health scoring and account analytics to proactively monitor customer sentiment, product adoption, and engagement across your book of business, prioritizing outreach based on data-driven signals
• Use generative AI tools to prepare and personalize customer-facing content including business reviews, success plans, renewal narratives, and executive communications tailored to each account’s goals and outcomes
• Apply AI-assisted insights to identify expansion and upsell opportunities, adoption gaps, and churn risk indicators, taking timely and targeted action to protect and grow revenue
• Use AI tools to streamline meeting preparation, call summarization, and follow-up documentation, ensuring consistent and efficient engagement across all customer touchpoints

You’re Our Person If…

• Expertise in Mulesoft or TIBCO OR Boomi is required
• Overall 8+ years with 6+ years of experience building or supporting enterprise-grade Java-based or Integration or API Management systems such as Mulesoft involving cloud providers
• Solid understanding of MuleSoft AnyPoint Platform and various deployment models
• Deep knowledge of Internet technologies and protocols such as TLS, HTTP , REST, Webservices, firewalls, web servers, proxy servers
• Experience in Connectivity with Enterprise SaaS solutions such as Salesforce, Netsuite, Workday etc
• Experience in implementation of CICD and non functional requirements such as audit, logging, security and monitoring
• Experience managing a portfolio of accounts using AI-augmented workflows, including familiarity with AI features within platforms like Gainsight, Salesforce, Totango, or Catalyst
• Ability to interpret AI-generated account insights and health signals with sound judgment, translating outputs into meaningful customer conversations and action plans
• Proficiency using generative AI tools to draft, personalize, and refine customer-facing communications, with a strong eye for quality, accuracy, and tone
• Comfort adopting and iterating on AI-assisted workflows as toolsets evolve, with a proactive mindset toward identifying where AI can improve customer outcomes and efficiency

Note: This role involves AMER shift alignment (6:30 PM - 3:30 AM).

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.

Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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.

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
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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Experience

The CSM team within Signature Success is looking for a driven and customer-focused Customer Success Manager to serve as a primary contact point for Salesforce’s largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The customer success Manager maintains awareness of the customer’s key events, needs, potential risks, value drivers and being proactive.

As a trusted advisor, CSM will build a track record in customer success through excellent communication with stakeholders and comprehensive knowledge of the Mulesoft platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Mulesoft implementation, share best practices, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during mission-critical peak events.

As a CSM you will occasionally act as a point of contact for any major incidents, leading the customer’s expectations and communications through the resolution of such incidents. The CSM acts as the technical primary interface on behalf of our customers and works collaboratively across both internal and external stakeholders, including partners and ISVs, as required to address the customer needs.

What You’ll Actually Be Doing

• Develop and maintain relationships with key customer business and IT partners to understand their top business goals and priorities, act as an internal authority on your customer’s key value drivers and needs, and act as an internal point of contact on your customer to internal stakeholders.
• 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 customerproviding timely, proactive Salesforce feature guidance based on the areas of interest for your customeracting as an advisor to your customers for the adoption of new features of Mulesoft releases and identifying potential challenges and risks to your customer’s implementationreinforcing to your customer the value in the implementation of technical recommendations for improvement based on Architectural guidance
• Communicate the value of Signature Success. Be accountable for ensuring all stakeholders understand this value so that customers continue to renew Signature Success.
• During infrastructure service degradations or disruptions that occur during normal business hours, provide regular updates and communications to key customer contacts. Partner with internal teams like Signature Support delivery and the Critical Incident Center for after-hours coordination. Following infrastructure incidents that impact customers, track the internal root cause analysis efforts to provide the customer a description of the cause and future prevention actions.
• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
• Leverage AI-powered health scoring and account analytics to proactively monitor customer sentiment, product adoption, and engagement across your book of business, prioritizing outreach based on data-driven signals
• Use generative AI tools to prepare and personalize customer-facing content including business reviews, success plans, renewal narratives, and executive communications tailored to each account’s goals and outcomes
• Apply AI-assisted insights to identify expansion and upsell opportunities, adoption gaps, and churn risk indicators, taking timely and targeted action to protect and grow revenue
• Use AI tools to streamline meeting preparation, call summarization, and follow-up documentation, ensuring consistent and efficient engagement across all customer touchpoints

You’re Our Person If…

• Expertise in Mulesoft or TIBCO OR Boomi is required
• Overall 8+ years with 6+ years of experience building or supporting enterprise-grade Java-based or Integration or API Management systems such as Mulesoft involving cloud providers
• Solid understanding of MuleSoft AnyPoint Platform and various deployment models
• Deep knowledge of Internet technologies and protocols such as TLS, HTTP , REST, Webservices, firewalls, web servers, proxy servers
• Experience in Connectivity with Enterprise SaaS solutions such as Salesforce, Netsuite, Workday etc
• Experience in implementation of CICD and non functional requirements such as audit, logging, security and monitoring
• Experience managing a portfolio of accounts using AI-augmented workflows, including familiarity with AI features within platforms like Gainsight, Salesforce, Totango, or Catalyst
• Ability to interpret AI-generated account insights and health signals with sound judgment, translating outputs into meaningful customer conversations and action plans
• Proficiency using generative AI tools to draft, personalize, and refine customer-facing communications, with a strong eye for quality, accuracy, and tone
• Comfort adopting and iterating on AI-assisted workflows as toolsets evolve, with a proactive mindset toward identifying where AI can improve customer outcomes and efficiency

Note: This role involves AMER shift alignment (6:30 PM - 3:30 AM).

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.

Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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.