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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.

We are looking for an exceptional Customer Success Manager to play a key role in nurturing SMB Customers. In this role, you will be the key point of contact for our customers working towards successfully sustaining and expanding their business with us over time. The key to achieving this success are the effective adoption, facilitating their technical success while nurturing their overall aptitude, showcasing high impact results that align to a customer’s business objectives, and continuous strategic and relationship alignment

Role Summary

As a Customer Success Manager (CSM), you will:

• Serve as a trusted advisor to SMB customers.

• Drive product adoption, customer value realization, and long term success.

• Bridge business objectives with Salesforce platform capabilities.

• Help customers optimize ROI and embed Salesforce as a strategic part of their technology stack.

• Identify and preempt renewal risk and raise Red Flag. Co-create risk mitigation plan

Key Responsibilities

• Effective Adoption

• Understanding a customer’s journey, maturity, and value proposition for each solution 

• Advise customers on platform architecture, governance, workflows, and best practices

• Translate customer objectives into platform use cases and solutions

• Business Value Realization & Relationship

• Understand and articulate the customer's executive priorities and defined initiatives where Salesforce products can have an impact

• Quantify and describe the business value created by the customer's use of Salesforce products. Conduct Business Value Reviews with senior leader or executive-level audience

• Build trusted relationships with senior stakeholders

• Operational Excellence

• Develop customer success plans aligned with business outcomes

• Serve as the main point of contact, leading regular calls, ongoing communications, and facilitate/conduct strategic discussions tailored to the client audience

• Partner with Product, Support, Professional Services, Engineering, and Sales to ensure delivery of all commitments. Especially with Sales to strategize retention and expansion

• Coordinate issue resolution and customer escalations

• Imp: Actively participate in identifying the early warning signals for renewal risk. Coordinate and drive the risk mitigation with help from internal stakeholders

Preferred Qualifications

• +6 Years Experience in Customer Success, Consulting, Professional Services, or SaaS.

• English and Portuguese fluency.

• Strong consultative and stakeholder management skills.

• Excellent communication, presentation, and program management skills.

• Analytical mindset with the ability to demonstrate business value

• Salesforce product knowledge is a bonus

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, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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.

Posting Statement

Salesforce 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.