Customer Success Manager, Switzerland

Job Category Customer Success Job Details About SalesforceSalesforce 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. For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled guides, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.The Customer Success team within Signature Success is looking for a driven and customer‑focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce’s 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 realise the maximum value out of their Salesforce investment. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers. As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce 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 Salesforce implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimisation of the platform, with special care during critically important peak events. As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents. The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.Your ImpactHelp 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 Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementationCommunicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success. Act as an advocate for customers during the triage and resolution of high‑severity cases to assist with the timely resolution of these issues.Proactive Support Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer’s need.Evolution of RolesAnticipate and adapt to role changes per evolving Salesforce needs.Minimum SkillsExperienced professional with 5+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Consulting, Solutions Development, Technical and/or Solutions Architecture.Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.Skills for analyzing technical concepts, translating them into business terms, and mapping business requirements into technical features.Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.Knowledge of software development process and design methodologies.Experience leading efforts of cross‑functional teams to facilitate the resolution or disposition of customer needs or projects.Proficiency in German (preferably Swiss German) or French and EnglishPreferred Requirements+2 years in the Salesforce Ecosystem.Salesforce product certifications are a plus (Administrator, Service Cloud Consultant, Sales Cloud Consultant, Data Cloud Consultant).Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.Salesforce Certified Agentforce Specialist Degree or equivalent experience required.Experience will be evaluated based on the strengths you’ll need for the role (e.g. demonstrated behaviours in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.). This position will require you to work from your local Salesforce office 3 days a week.Unleash Your PotentialOur benefits and resources support you to find balance and be your bestOur AI agents accelerate your impact so you can do your bestTogether, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.Posting StatementSalesforce 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. 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.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. #J-18808-Ljbffr