Customer Success Manager Area Lead - Public Sector

Salesforce, Inc.; Greater London; On-site; GBP 70,000 - GBP 90,000; Full time

Job summary

A leading CRM company in Greater London is seeking a Customer Success Area Lead to collaborate with sales leaders and enhance customer retention. The ideal candidate will have over 6 years of experience in Sales or Customer Success within the SaaS industry, proficiency in Salesforce products, and a strong ability to manage complex discussions. This role emphasizes strong relationship management and data-driven decision-making to ensure customer success.

Benefits

Inclusive recruitment process

Access to diversity initiatives

Support for work-life balance

Qualifications

• 6+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
• Proficiency in Salesforce's product suite, with a keen understanding of its capabilities.
• Proven track record to forge and cultivate relationships, serving as a trusted advisor.

Responsibilities

• Collaborate with internal sales and customer success stakeholders to prioritize customer retention.
• Review Customer Success Scores and recommend options to support customer needs.
• Coordinate and support business review meetings with OU leads.

Skills

Sales

Customer Success

SaaS

Relationship Management

Data Analysis

Communication

Education

Relevant academic degree or equivalent experience

Tools

Salesforce product suite

Job description

*To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.*Job CategoryCustomer SuccessJob 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.For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled authorities, they purchase our Success Plans. **The Customer Success Area Lead will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts. This role** plays a **critical part in strategizing, prioritizing, and enhancing internal relationships**; ensuring our customers receive the support they need to succeed with Salesforce by working internally with the right teams at the right time. **Responsibilities*** **Collaborate with internal Sales and Customer Success** key **stakeholders** to strategically prioritize customer retention and mitigate attrition.* **Orchestrate alignment between** account information, **sales leaders, and investment goals** of defined **success plan portfolio**.* Consistently **review Customer Success Scores** and other meaningful metrics recommending appropriate options to support customer needs.* **Collaborate with Product Education** to programmatically recommend and deploy success plan entitlements to improve customer adoption.* **Manage to our Investment Program guidelines** and ensure sales leaders are **aligned with investment priorities**.* **Leverage data to ensure priorities are aligned** with the highest impact investments and communicate impact with stakeholders.* **Promote CSG resources through multi-channel communication**, **ensuring leaders and AE’s understand** and use the **customer success support process**.* **Coordinate and support business review meetings** with OU leads, **improving** the overall Account Success **Quarterly Business Review experience**.* **Co-create business reviews for Sales** in collaboration **Renewals**, **Success Plan Sales**, and other key stakeholders**Preferred Qualifications and Skills*** **6+ years in Sales, Customer Success, or related fields**, preferably within the **SaaS** landscape.* Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices.* **Proven track record to forge and cultivate relationships**, serving as a trusted advisor that brings tangible business value to clients.* **Capable to navigate complicated discussions,** **handle objections**, and drive alignment.* Expertise in at least one line of business (LoB) or specific industry sector.* An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role.Unleash Your PotentialWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and *be your best*, and our AI agents accelerate your impact so you can *do 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.AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this .We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.Posting StatementAny 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.### ### ### ### ### ### ### ###