Description
Customer Success Group(CSG) is the most crucial strategic partner in our customers' digital transformation journey with Salesforce. We provide operational and technical guidance to ensure our customers maximize the return on investment from their Salesforce platform and achieve business goals. A Customer Success Manager is a key role within CSG, who takes a technical success lead role, dedicated to supporting the most strategic customers who have Signature Success Plan. As a Customer Success Manager, you will manage the customer's Salesforce experience and their success journey, leveraging your product knowledge and technical expertise. Critically, you will align with Salesforce's Agentic Enterprise vision to spearhead customer platform utilization optimization and data foundation strategies. We are looking for a genuine talent who maximizes customer's Salesforce utilization, strategically manages the Customer Success Score, and leads the customer to the pinnacle of success.
Key Responsibilities
- Account Success Management: Technically manage and oversee the customer's Salesforce adoption, ensuring the realization of value promised through the Signature Success Plan offerings.
- Customer Journey and Experience Management: Understand the customer's overall business processes and technology roadmap, proactively design and manage the entire lifecycle that connects the Salesforce solution to the customer's tangible business value.
- Agentic Enterprise Initiative Application Leadership: Define and drive the utilization and operational aspects of Agentic Enterprise with 'Humans with AI Agent' within the Salesforce Platform to accelerate the customer's journey to AI transformation, supporting their business goals.
- C-Level Strategic Partnership: Build strong, trusted relationship with the customer's IT and/or business leadership team, serving as a trusted technical advisor to directly influence platform operation and utilization strategy.
- Technical Utilization Optimization and Customer Success Score Management : Regularly conduct in-depth technical health checks of the customer's Salesforce environment and lead optimization strategies to maximize platform performance and stability. Continuously monitor and analyze the key metrics, including the Customer Success Score and adoption/consumption rates, providing technical insights to strategically lead the customer's success journey progression.
- Risk Management and Performance Maximization: Proactively identify potential technical and operational risks that hinder the customer's achievement of stated business goals, establishing and executing preemptive mitigation plans to ensure successful outcomes.
- Proactive Innovation Proposal: Identify customer growth potential and, when appropriate, proactively recommend additional Salesforce products and services, and new technology adoption(e.g., Agentforce, Data Foundation, Slack) to foster continuous innovation
Required Qualifications - Technical Expertise & Experience
- 8+ years of professional experience in enterprise SaaS, CRM or cloud computing areas focused on technical account management, operational consulting, platform optimization, or complex IT/digital transformation post-sales delivery.
- Ability to effectively present best practices for operational stability, technical health checks, platform best practices, and governance and change management in a Salesforce environment to business and IT leaders.
- Deep hands-on understanding of Salesforce products and platform features, particularly within Sales, Service, Marketing Cloud, or Industries, and the ability to apply this knowledge to the operational environment. Understanding of complex system integration and data modeling from an operational perspective is essential.
- Practical understanding of AI, machine learning, and automation concepts that comprise the Agentic Enterprise, and knowledge of the processes for operating and utilizing these within the Salesforce platform.
- A high degree of understanding of core business processes (Sales, Service, Marketing, etc.), enabling the connection of technical solution utilization to business outcomes.
- Fluent business communication skills in both Korean and English.
The Ideal Candidate Profile
We highly value the competency forged by your experience. Regardless of specific academic degrees or majors, we actively seek individuals with substantive and deep knowledges in a Salesforce platform and/or the related areas, coupled with certified professional expertise. We especially welcome candidates who meet at least two of the following conditions;
- Possession of multiple Salesforce certifications(Administrator, Consultant, or Architect Track) and knowledges/skills related to Salesforce platform and key applications.
- In-depth knowledge/experience of the technical project management, technical support engineering or software development lifecycle or (e.g. coding experience useful, but not required).
- Deep technical understanding of the underlying technologies used in cloud computing environments (e.g., Database concepts and SQL, OS and application layers, Network technologies, Multi-tenancy architecture).