Senior Manager, Customer Success Management - Player-Coach

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Job Category

Customer Success

Job Details

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.

Overview
A hybrid individual contributor + leadership role. You will personally own and manage a small set of strategic Enterprise accounts focusing on Salesforce Sales & Service Cloud, delivering Signature Success outcomes directly to customers, while also leading, coaching, and developing a team of Customer Success Managers.

Key Responsibilities
Player (Individual Contributor)

• Own a select set of strategic Enterprise accounts, acting as the primary CSM and trusted advisor to executive stakeholders.

• Build and execute Success Plans, drive adoption, and deliver on Signature Success program commitments (e.g., proactive engagements, escalation management, technical health reviews).

• Identify expansion, renewal risk, and value-realization opportunities within your owned accounts.

• Model best-in-class CSM behavior that the broader team can learn from.

Coach (People Leadership)

• Manage, mentor, and develop a team of CSMs, setting clear goals and providing regular coaching and feedback.

• Oversee team account portfolios — ensuring Success Plans, engagement cadences, and health/risk tracking meet operational standards.

• Drive team performance against retention, renewal, adoption, and customer satisfaction targets.

• Partner cross-functionally (Sales, Support, Product, Professional Services, Architects) to remove blockers for the team and for your own accounts.

• Support hiring, onboarding, and career development for the team.

• Report on team and portfolio health to senior leadership; escalate & manage risk appropriately (e.g., Red Account processes).

Requirements:

• Must have 15 years or more of experience as a CSM or consultant or project manager of Salesforce platform Sales & Service cloud in large deployment context.

• Strong technical Salesforce CRM (Sales & Service cloud) skillset, with relevant Salesforce certifications like Salesforce platform admin, sales consultant or service consultant , plus consulting or project management experience - needed to credibly guide customers and coach the team on platform adoption and value realisation.

• Preferable but optional team-lead experience, ideally in a player-coach capacity.

• Strong executive presence and relationship-management skills with C-level stakeholders.

• Deep familiarity with Success Plans, engagement/renewal motions, and CS tooling (e.g., Salesforce equivalent).

• Ability to balance hands-on account ownership with team leadership responsibilities.

• Fluency in Thai or Vietnamese, with strong command of English (both written and spoken) — required for engaging regional Enterprise stakeholders and internal global teams.

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 andbe your best, and our AI agents accelerate your impact so you cando 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.

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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.