Senior Manager, Customer Success Management – Player‑Coach

About the role

Salesforce is seeking a senior leader who will both manage strategic enterprise accounts and coach a team of Customer Success Managers. This hybrid player‑coach role combines hands‑on account ownership with people leadership in a hybrid work environment.

Key responsibilities

• 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, manage escalations, and deliver on Signature Success program commitments.
• Identify expansion, renewal risk, and value‑realisation opportunities within owned accounts.
• Model best‑in‑class CSM behaviour and coach a team of CSMs, setting goals, providing feedback, and overseeing their account portfolios.
• Drive team performance against retention, renewal, adoption, and customer‑satisfaction targets.
• Partner cross‑functionally with Sales, Support, Product, Professional Services, and Architects to remove blockers.

Required profile

• 15+ years of experience as a CSM, consultant, or project manager on large‑scale Salesforce Sales & Service Cloud deployments.
• Strong executive presence with relationship‑management skills for C‑level stakeholders.
• Fluency in Thai or Vietnamese and strong command of English, both written and spoken.

Required skills

• Deep technical expertise in Salesforce CRM, specifically Sales Cloud and Service Cloud.
• Relevant Salesforce certifications (e.g., Platform Admin, Sales Consultant, Service Consultant).
• Experience with Success Plans, engagement/renewal motions, and CS tooling comparable to Salesforce.