Customer Success Manager, Retail Industry

United Kingdom - London7+ years

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Job Category

Customer Success

Job Details

About Salesforce

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Overview of the Role

The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary point of contact for Salesforce's largest and highest-profile customers. You will partner with a small portfolio of assigned accounts, maintaining a continual focus on customers' business goals to improve their overall technical and operational health and help them realise maximum value from their Salesforce investment.

As a trusted advisor, you will build a track record in customer success through excellent communication and extensive knowledge of the Salesforce platform — translating business needs into solutions. You will forge strong relationships with customers and account teams, develop a deep technical understanding of their Salesforce implementation, and champion proactive services and best practices. These activities will enable you to proactively set customers up for success through platform optimisation, with particular care during critically important peak events.

You will occasionally act as a point of contact during major incidents, owning customer expectations and communications through to resolution. The CSM acts as the technical primary interface on behalf of customers, working closely across internal and external collaborators — including partners and ISVs — to address customer needs.

The ideal CSM has an extraordinary focus on customer success, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys building relationships, has excellent collaboration skills, and can learn new technologies quickly.

Responsibilities

Serve as the single point of customer accountability, responsible for orchestrating all Signature deliverables, experience, renewal, and expansion
Build and maintain stakeholder relationships with IT and business executive leadership, sponsors, and decision-makers within customer organisations that have purchased Signature
Help customers achieve their business goals and outcomes on the Salesforce platform by:
- Coordinating the completion of the Signature Success catalogue of services
- Providing timely, proactive Salesforce feature guidance aligned to customer areas of interest
- Advising on the adoption of new Salesforce features across annual release schedules and identifying potential implementation risks
Communicate and demonstrate the value of Signature Success, ensuring all collaborators understand it so customers continue to renew
Advocate for customers during the triage and resolution of high-severity cases to support timely resolution
Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement
Build strong cross-functional relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities
Occasionally be available for after-hours or weekend coverage depending on customer need
Adapt to evolving role requirements in line with Salesforce's strategic direction

Required Qualifications

7+ years of relevant industry experience in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, or Technical/Solutions Architecture
Excellent English communication and presentation skills, with demonstrated ability to influence and communicate effectively at all levels — including executive and C-suite
Ability to analyse technical concepts, translate them into business terms, and map business requirements to technical features
Ability to explain complex technical concepts in accessible language to customers, and clearly translate customer needs to internal teams
Knowledge of software development processes and design methodologies
Experience leading cross-functional teams to facilitate the resolution or disposition of customer needs or projects
A degree or equivalent experience. Experience will be evaluated based on the skills and behaviours relevant to this role — including extracurricular leadership, military service, volunteer roles, and other professional experience

Preferred Qualifications

2+ years of experience in the Salesforce ecosystem
Salesforce product certifications (e.g. Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant)
Knowledge of Salesforce products, features, capabilities, best use, and deployment practices

Please note: This position requires the flexibility to travel to the London office 3 days a week.

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.

We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the 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.

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Customer Success Manager, Retail Industry

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