Customer Success Manager, Switzerland

pJob Category Customer Success Job Details About Salesforce /ppSalesforce 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. Ready to level‑up your career at the company leading workforce transformation in the agentic era? You’re in the right place Agentforce is the future of AI, and you are the future of Salesforce. 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 guides, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time
- which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. /ppThe Customer Success team within Signature Success is looking for a driven and customer‑focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce’s highest‑profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realise the maximum value out of their Salesforce investment. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers. As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimisation of the platform, with special care during critically important peak events. As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents. The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs. /ph3Your Impact /h3ulliHelp your customers achieve their business goals and outcomes on the Salesforce platform by: /liliCoordinating the completion of the Signature Success catalog of services as required for your customer /liliProviding timely, proactive Salesforce feature guidance based on the areas of interest for your customer /liliActing as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation /liliCommunicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success. Act as an advocate for customers during the triage and resolution of high‑severity cases to assist with the timely resolution of these issues. /liliProactive Support Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. /liliInternal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities. /liliThe CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer’s need. /li /ulh3Evolution of Roles /h3pAnticipate and adapt to role changes per evolving Salesforce needs. /ph3Minimum Skills /h3ulliExperienced professional with 5+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Consulting, Solutions Development, Technical and/or Solutions Architecture. /liliExceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level. /liliSkills for analyzing technical concepts, translating them into business terms, and mapping business requirements into technical features. /liliAbility to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners. /liliKnowledge of software development process and design methodologies. /liliExperience leading efforts