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Customer Success Manager
Job Details
full-time
Chicago, Illinois, United States
Salesforce
Salary : $80000 Annually
05/29/2025
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Full Job Description
About Salesforce:
Salesforce is the global leader in Customer Relationship Management (CRM), bringing companies closer to their customers in the digital age. We empower companies to connect with their customers in a whole new way.
Job Summary:
Salesforce is seeking a proactive and customer-focused Customer Success Manager to join our team in Chicago, Illinois. You will be responsible for managing a portfolio of Salesforce customers, ensuring their successful adoption and utilization of our platform, and driving customer retention and growth. This role involves building strong relationships with clients, understanding their business objectives, providing guidance on best practices, and acting as their advocate within Salesforce. You will play a critical role in ensuring customers realize the full value of their investment.
Responsibilities:
Qualifications:
Join Salesforce in Chicago and help our customers achieve success with the world's leading CRM platform!
Salesforce is the global leader in Customer Relationship Management (CRM), bringing companies closer to their customers in the digital age. We empower companies to connect with their customers in a whole new way.
Job Summary:
Salesforce is seeking a proactive and customer-focused Customer Success Manager to join our team in Chicago, Illinois. You will be responsible for managing a portfolio of Salesforce customers, ensuring their successful adoption and utilization of our platform, and driving customer retention and growth. This role involves building strong relationships with clients, understanding their business objectives, providing guidance on best practices, and acting as their advocate within Salesforce. You will play a critical role in ensuring customers realize the full value of their investment.
Responsibilities:
- Manage a portfolio of assigned Salesforce customers, acting as their primary point of contact.
- Develop a deep understanding of client business objectives and how they use Salesforce.
- Onboard new customers and guide them through the initial setup and adoption phases.
- Develop and execute customer success plans to ensure clients achieve their desired outcomes.
- Conduct regular check-ins and business reviews with customers.
- Identify opportunities to expand the use of Salesforce solutions within the client organization.
- Monitor customer health and usage data to proactively identify risks and opportunities.
- Provide guidance and recommendations on Salesforce best practices and features.
- Act as a liaison between the customer and internal Salesforce teams (e.g., Support, Product, Sales).
- Educate customers on new product releases and features.
- Address customer inquiries and escalate issues as needed.
- Develop strong, long-term relationships with customer stakeholders.
- Track and measure customer satisfaction and Net Promoter Score (NPS).
- Identify customer success stories and case study opportunities.
- Manage customer renewals and mitigate churn risk.
- Collaborate with the Sales team on upsell and cross-sell opportunities.
- Provide feedback from customers to Product and Engineering teams.
- Develop and deliver tailored workshops or training sessions for clients.
- Utilize CRM and Customer Success software to manage customer interactions.
- Stay informed about industry trends relevant to clients.
- Help clients leverage Salesforce resources (e.g., training materials, community forums).
- Prepare presentations and reports on customer portfolio performance.
- Identify opportunities for process improvement within the Customer Success team.
- Participate in internal knowledge sharing sessions.
- Ensure customer data accuracy in internal systems.
- Advocate for customer needs within Salesforce.
- Attend relevant industry events and conferences.
- Proactively engage with customers to understand their evolving needs.
- Ensure seamless transition for customers from Sales to Customer Success.
Qualifications:
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- 3-5 years of experience in customer success, account management, or a client-facing role, preferably in the SaaS industry.
- Experience working with Salesforce CRM is highly desirable.
- Strong understanding of customer success principles and best practices.
- Excellent communication, presentation, and interpersonal skills.
- Ability to build and maintain strong relationships with clients.
- Problem-solving skills and ability to troubleshoot client issues.
- Analytical skills and ability to interpret customer data.
- Ability to work independently and manage a portfolio of accounts.
- Proficiency in CRM and customer success software.
- Knowledge of SaaS business models and metrics.
Join Salesforce in Chicago and help our customers achieve success with the world's leading CRM platform!
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Customer Success Manager
Salesforce
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