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Tier-1 brand, metro Hyderabad, visible CSM title, and senior technical requirements drive high competition.
Requires deep Salesforce platform and enterprise SaaS CSM expertise, reducing cross-industry transferability.
Mandatory Salesforce technical experience, AI/tool proficiency, enterprise CSM expectations, and shift/office constraints raise screening strictness.
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Act as primary point of contact and orchestrate day-to-day customer experience from onboarding through contract renewal and expansion for Salesforce Signature Success Plan customers.
Leverage Salesforce technical expertise and AI tools (Einstein, Agentforce) to identify customer needs, provide strategic guidance, and resolve technical and business issues.
Collaborate closely with Product Management, Sales, Technical Support, and Engineering to drive customer success, retention, and growth using AI-driven insights and tools.
Strong Salesforce technical expertise including Lightning, Apex, customization, implementation, and knowledge of Salesforce Clouds and major releases.
Experience with AI features in Salesforce (Einstein, Agentforce) and customer success platforms such as Gainsight, Totango, or Catalyst.
Ability to work night shifts (approx. 5:30/6:30 PM – 2:30/3:30 AM IST) and attend local Salesforce office 3 days per week.
Work Experience Required: Preferred 8+ years in Customer Success, SaaS, Technology Consulting, or Salesforce technical roles.
Experienced technical Salesforce professional, e.g. Technical Architect, Solution Architect, Business Analyst, or Technical Lead, with strong customer relationship management skills.
Proficient in applying AI-driven insights and generative AI tools to proactively manage accounts and execute personalized communications.
Skilled in stakeholder alignment, executive-level partnership building, and strategic business value delivery within complex, enterprise environments.