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Strong employer brand, popular CSM role, and metro location drive high competition.
Requires Salesforce platform and enterprise SaaS expertise, limiting cross-industry transferability.
Mandatory Salesforce technical expertise and enterprise SaaS experience increases filtration stringency.
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Own the end-to-end customer experience from onboarding through Signature contract renewal and expansion, acting as the main point of contact for technical and business concerns.
Coordinate cross-functional deliverables with Product Management, Sales, Technical Support, and Engineering to ensure customer success and identify revenue growth opportunities.
Leverage AI-powered tools (Salesforce Einstein, Agentforce) to monitor customer health, personalize communications, and proactively manage account growth and churn risk.
Mandatory Salesforce technical expertise including knowledge of Lightning, Apex, customization, implementation, and various Salesforce Clouds.
Comfortable working in 24*7 night shift timings (5:30/6:30 PM - 2:30/3:30 AM IST) with flexibility for change based on business needs.
Technical skills with databases, SQL, Windows/Linux Server, security infrastructure, and strong communication skills to articulate technical issues.
Work Experience Required: Preferred 8+ years in Customer Success, SaaS, Technology Consulting, or Salesforce technical roles such as Architect, Lead, or Technical Account Manager.
Experienced in managing complex Salesforce enterprise accounts with the ability to align technical capabilities with business objectives.
Demonstrates strong cross-functional collaboration skills with a focus on customer-centric strategic guidance and business value delivery.
Proficient in applying AI-driven insights and generative AI tools to enhance customer engagement, communication quality, and account management effectiveness.