Customer Success Manager, Senior Manager

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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.

At Salesforce, our Signature Success Plan provides enterprise customers with Salesforce’s highest level of strategic partnership, technical expertise, and proactive support.
We are looking for a Senior Customer Success Manager (CSM) to partner with nonprofit and NGO customers, helping them maximize the value of their Salesforce investment. In this role, you will act as a trusted advisor to both business and technical stakeholders, driving platform adoption, operational success, and long-term customer value.
This is a strategic, customer-facing role requiring strong Salesforce knowledge, consultative skills, and executive stakeholder management experience.

Your Impact

• Serve as the primary point of accountability for Signature Success customers, ensuring an outstanding customer experience, retention, and growth.
• Build trusted relationships with executive stakeholders, IT leadership, and business teams within nonprofit and NGO organizations.
• Drive customer success through platform adoption, optimization, proactive guidance, and strategic planning.
• Advise customers on Salesforce capabilities, releases, best practices, and potential risks.
• Coordinate Signature Success services and collaborate across internal teams to deliver successful customer outcomes.
• Act as a customer advocate during critical incidents and escalations, ensuring effective communication and timely resolution.
• Support renewal and expansion opportunities by consistently demonstrating customer value.

Minimum Qualifications

• 8+ years of experience in Customer Success, Technical Account Management, Salesforce consulting, Solutions Architecture, or SaaS advisory roles.
• Experience with Salesforce Nonprofit Cloud or a comparable CRM platform.
• Strong experience managing enterprise customer relationships and executive stakeholders.
• Ability to translate technical concepts into business-focused recommendations.
• Excellent communication, presentation, and stakeholder management skills.
• Experience leading cross-functional collaboration in complex customer environments.