Client Success Manager helping Revaly’s merchants recover failed payments and grow revenue. Owning client relationships, renewals, expansion, and payment - performance outcomes.
About the role
- Salesforce Customer Success Manager driving Sales and Service Cloud adoption for high-value customers. Advising stakeholders, improving platform usage, and coordinating customer success and renewal outcomes.
Responsibilities
- Serve as the single point of customer accountability for Signature deliverables, customer experience, renewal, and expansion
- Coordinate customer deliverables throughout the Signature lifecycle
- Apply processes to address customer needs and deliver value through the Signature offer
- Align and manage business and technical stakeholders around business value and technical goals
- Prioritize work, organize tasks, and create basic plans
- Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing
- Share best practices for sales and service process optimization, data quality, and customer experience
- Drive adoption of Sales Cloud and Service Cloud features
- Track usage metrics including opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge usage, channel adoption, and CSAT
- Build relationships with key stakeholders, including executive-level customer IT and business leadership
- Act as a trusted advisor and apply proven solutions to customer problems
- Drive innovation and customer engagement with Salesforce products and services
- Develop strategic success plans and solve complex problems with experienced team members
- Conduct quarterly feature-usage reviews and provide release recommendations
- Identify underutilized contracted entitlements and align platform features with customer priorities
- Use AI agents for meeting summaries, QBR data collection, and initial health monitoring
- Use prompt engineering to retrieve customer data and draft success plans
- Monitor AI-driven customer sentiment and intent for early concerns
- Apply product knowledge to diagnose technical concerns and align features with customer roadmaps
- Serve as the primary interface for major incidents
- Coordinate with Sales, Engineering, and Product Management on customer success and revenue opportunities
- Plan client engagements and communicate proactively with collaborators
- Escalate complex automation, data model, routing, and integration questions to technical resources
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 ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
- Industry-relevant expertise and understanding of the broad impact of the industry on the customer’s business
- Excellent communication skills and ability to translate technical concepts into business terms
- 3–4 years of experience supporting customers using Sales Cloud and Service Cloud
- Working knowledge of Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
- Working knowledge of Service Cloud features: Cases, Knowledge, Queues, Service Console, Omni-Channel routing
- Understanding of Sales processes: lead-to-cash, opportunity management, pipeline management
- Understanding of Service processes: case management, escalation, SLA management
- Familiarity with Sales Cloud automation: workflows, Process Builder, and flows
- Familiarity with Service Cloud automation: email-to-case, web-to-case, case assignment rules, and macros
- Ability to demonstrate Lightning Sales/Service Console and mobile app
- Knowledge of sales use cases including territory management, lead assignment, and opportunity stages
- Knowledge of service use cases including case deflection, knowledge management, and multi-channel support
- Sales Cloud Consultant and Service Cloud Consultant certifications preferred
- Additional Salesforce product certifications are a plus
- Experience with Einstein for Sales and Service preferred
- Understanding of Sales Cloud integrations with marketing automation and service tools
- Understanding of Service Cloud integrations with telephony, chat, messaging, and self-service portals
Benefits
- Company bonus
- Sales-role incentives, as applicable
- Equity, as applicable
- Benefits, as applicable
- Reasonable accommodation during the application or recruiting process
- Inclusive, non-discriminatory workplace
- AI agents to accelerate employee impact
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