Customer Success Manager – Core (Sales & Service) Clouds

Role Overview

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations.

What You Will Do

Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion. Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams.

Why It Might Be a Fit

We are looking for candidates who have experience supporting customers in one or more of the following industries: Financial Services (FINS). Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.

Requirements

• Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce, SaaS platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• 3-4 years experience supporting customers using Sales Cloud and Service Cloud.
• Working knowledge of core features: Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards; Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing.
• Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes.
• Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros).

Benefits

• Dental insurance
• Vision insurance
• Base salary hiring range for this position is CAD 115,200 to CAD 158,400 annually
• Company bonus
• Incentive for sales roles
• Equity
• Benefits

Tagged as: Forecasting, Pipeline Management, Salesforce