Customer Success Manager

Customer Success Manager - Philippines Salesforce is hiring a Customer Success Manager (CSM) for its Signature Success team in Manila. The CSM acts as the primary technical point of contact for Salesforce’s largest and most important customers in the Philippines, ensuring proactive customer success by understanding business goals, technical environments, and helping maximize value of the Salesforce investment—particularly for Sales Cloud, Service Cloud, or Financial Services Cloud implementations. Key Responsibilities and Impact Relationship Management: Develop and maintain relationships with key business and IT partners to understand goals and priorities. Value Realization: Help customers achieve business outcomes by coordinating Signature Success services, providing proactive feature guidance, and advising on new Salesforce releases. Technical Expertise: Act as a trusted advisor on the Salesforce platform, translating business needs into technical solutions within the ecosystem. Proactive Support: Identify potential challenges and risks related to the customer’s Salesforce implementation, reinforce the value of recommendations, and proactively set customers up for success. Incident Management: Provide regular updates and communications during infrastructure service degradations affecting the customer’s instance, partnering with internal teams for resolution and root‑cause analysis. Advocacy: Act as a customer advocate during triage and resolution of high‑severity cases related to platform usage. Value Communication: Clearly communicate the value of Signature Success to ensure customer renewals. Collaboration: Work closely with internal teams (Support, Product, Sales) and external partners (ISVs) to address customer needs. Technical Requirements Hands‑on experience with Salesforce Sales Cloud, Service Cloud, or Financial Services Cloud, including configuration, implementation, or technical management. Broad CRM experience with systems such as SAP CRM or Oracle Siebel/Fusion CRM is beneficial. Additional Requirements (Broader CSM Skills) Experience in Technical Customer Success, SaaS platform use, project leadership, technology consulting, solutions development, or architecture within the CRM domain. Exceptional communication and presentation skills at all organizational levels, including executive and C‑level. Ability to analyze technical concepts (especially related to Salesforce CRM) and translate into business terms, and vice versa. Knowledge of software development processes and design methodologies as they apply to CRM implementations. Experience leading cross‑functional teams to resolve customer needs or projects. Fluency in English and Filipino/Tagalog at a business professional level is required. Preferred Requirements Relevant Salesforce certifications are highly desirable, such as:Salesforce Certified Administrator Salesforce Certified Sales Cloud Consultant Salesforce Certified Service Cloud Consultant Salesforce Certified Financial Services Cloud Accredited Professional (or related FSC certs) Salesforce Certified Platform App Builder Deep knowledge of Salesforce products and features, capabilities, best use cases, and deployment strategies within Sales, Service, or Financial Services contexts. Experience working with enterprise‑level customers. In Summary The CSM role requires a technically knowledgeable individual with strong communication and relationship‑building skills. The role demands significant hands‑on experience with core Salesforce CRM platforms (Sales, Service, or FSC) and potentially supplemented by experience with other enterprise CRMs like SAP or Oracle. Holding relevant Salesforce certifications and fluency in Tagalog are key requirements. The ideal candidate is passionate about driving customer success within the Salesforce ecosystem, proactive in their approach, and adept at managing complex technical and business requirements for large enterprise clients. 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, while AI agents accelerate your impact so you can do your best. Apply today to shape the future—and redefine what’s possible—for yourself, AI, and the world. Accommodations If you require assistance due to a disability applying for open positions, please submit a request via this Accommodations Request Form. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All employees and potential employees 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 recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions are fair and based on merit. #J-18808-Ljbffr