Senior Manager, Customer Success Management - Player-Coach

About the role

Salesforce is hiring a Senior Manager, Customer Success Management in a hybrid player-coach role. You will personally own and manage a small set of strategic Enterprise accounts focused on Salesforce Sales & Service Cloud, delivering Signature Success outcomes to customers, while also leading, coaching and developing a team of Customer Success Managers.

Key responsibilities

• Act as the primary CSM and trusted advisor to executive stakeholders on your strategic Enterprise accounts.
• Build and run Success Plans, drive adoption and deliver on Signature Success commitments such as proactive engagements, escalation management and technical health reviews.
• Identify expansion, renewal risk and value-realization opportunities in your accounts.
• Model best-practice CSM behavior for the team to learn from.
• Manage, mentor and develop a team of CSMs, setting clear goals and giving 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 with Sales, Support, Product, Professional Services and Architects to remove blockers.
• Support hiring, onboarding and career development, and report team and portfolio health to senior leadership.

Required profile

• 15 years or more of experience as a CSM, consultant or project manager of Salesforce Sales & Service Cloud in a large deployment context.
• Strong executive presence and relationship-management skills with C-level stakeholders.
• Fluency in Thai or Vietnamese, with strong command of written and spoken English.
• Optional but preferred: team-lead experience, ideally in a player-coach capacity.

Required skills

• Strong technical Salesforce CRM (Sales & Service Cloud) skillset, with certifications such as Salesforce Platform Admin, Sales Consultant or Service Consultant.
• Consulting or project management experience.
• Familiarity with Success Plans, engagement and renewal motions, and CS tooling.