Customer Success Manager, Senior Manager

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.

Preferred Qualifications

• Experience working with nonprofit organizations or NGOs.
• Consulting or strategic advisory background.
• Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, or Service Cloud Consultant.
• Experience supporting enterprise-level customers in SaaS environments.