Customer Success Manager (Salesforce Experience – AMER Shift) (JR294906)

Job Description

Company: Salesforce
Location: Bangalore, Karnataka, India / Hyderabad, Telangana, India
Job Type: Full-Time
Experience: 5+ years in Customer Success, SaaS platform management, or technical
account management
Education: Bachelor’s degree or equivalent relevant experience
Expected Salary: ₹14 – ₹20 Lakhs per year
Job Category: Information Technology, Customer Service
Website: Website info
Contact: Contact us

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Description:

As a Customer Success Manager on the Signature Success Plan (AMER shift), you will
serve as the primary advocate and trusted advisor for strategic enterprise customers.
You’ll guide them to maximize ROI on their Salesforce investment—overseeing
onboarding, adoption, renewals, and expansion. Working night shifts (5:30/6:30 PM –
2:30/3:30 AM IST), you’ll coordinate deliveries, resolve technical and business
challenges, and drive ongoing value through cross‑functional collaboration with Sales,
Product, Support, and Engineering teams.

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Key Responsibilities:

→ Customer Advocacy: Act as main point of contact for Signature customers,
applying deep product and industry knowledge to help them achieve business
objectives.
→ Stakeholder Alignment: Build and nurture relationships with IT and business
leaders to align technical roadmaps with strategic priorities.
→ Strategic Guidance: Conduct quarterly business reviews, analyze usage trends,
and recommend feature adoption and release optimizations.
→ Value Delivery: Drive executive‑level sponsorship to secure renewals and
expansions, ensuring customers realize continuous value.
→ Technical Coordination: Address complex technical issues—leveraging platform
expertise in Lightning, Apex, integrations, security, and data management.
→ Cross‑Functional Collaboration: Partner with Sales, Engineering, Product
Management, and Support to resolve escalations and influence product
roadmap.
→ Change Management: Lead customers through new feature rollouts and process
changes, ensuring high engagement and satisfaction.

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Requirements:

→ Experience: 5+ years in Customer Success, Technical Account Management, or
Solutions Architecture for enterprise SaaS platforms.
→ Technical Acumen: Familiarity with Salesforce platform features, governance,
security best practices, and integration patterns.
→ Communication: Excellent verbal and written skills to articulate technical
concepts to diverse audiences.
→ Analytical Skills: Comfort with data analysis, SQL or similar querying, and
performance metrics to drive success plans.
→ Shift Flexibility: Willingness to work night shifts (AMER hours) and collaborate in
a 24×7 support model.
→ Onsite Requirement: Ability to work onsite in Bangalore or Hyderabad 2–3 days
per week.

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Preferred Qualifications:

→ 8+ years of relevant experience in Customer Success, Solutions Consulting, or
Technical Architecture with Salesforce.
→ Salesforce certifications (e.g., CTA, Admin, Platform App Builder, Integration
Architect).
→ Background as a Salesforce Technical Architect, Business Analyst, or Senior
Consultant.
→ Proven track record of managing multi‑million‑dollar enterprise accounts and
driving renewal/expansion.
→ Demonstrated ability to influence C‑level stakeholders and foster long‑term
partnerships.

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