Senior Manager, Customer Success Management - Player-Coach

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 Category Customer Success Job 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. 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. Overview A hybrid individual contributor + leadership role. You will personally own and manage a small set of strategic Enterprise accounts focusing on Salesforce Sales & Service Cloud, delivering Signature Success outcomes directly to customers, while also leading, coaching, and developing a team of Customer Success Managers. Key Responsibilities Player (Individual Contributor) Own a select set of strategic Enterprise accounts, acting as the primary CSM and trusted advisor to executive stakeholders. Build and execute Success Plans, drive adoption, and deliver on Signature Success program commitments (e.g., proactive engagements, escalation management, technical health reviews). Identify expansion, renewal risk, and value-realization opportunities within your owned accounts. Model best-in-class CSM behavior that the broader team can learn from. Coach (People Leadership) Manage, mentor, and develop a team of CSMs, setting clear goals and providing regular coaching and feedback. Oversee team account portfolios — ensuring Success Plans, engagement cadences, and health/risk tracking meet operational standards. Drive team performance against retention, renewal, adoption, and customer satisfaction targets. Partner cross-functionally (Sales, Support, Product, Professional Services, Architects) to remove blockers for the team and for your own accounts. Support hiring, onboarding, and career development for the team. Report on team and portfolio health to senior leadership; escalate & manage risk appropriately (e.g., Red Account processes). Requirements: Must have 15 years or more of experience as a CSM or consultant or project manager of Salesforce platform S ales & Service cloud in large deployment context. Strong technical Salesforce CRM (Sales & Service cloud) skillset, with relevant Salesforce certifications like Salesforce platform admin, sales consultant or service consultant , plus consulting or project management experience - needed to credibly guide customers and coach the team on platform adoption and value realisation. Preferable but optional team-lead experience, ideally in a player-coach capacity. Strong executive presence and relationship-management skills with C-level stakeholders. Deep familiarity with Success Plans, engagement/renewal motions, and CS tooling (e.g., Salesforce equivalent). Ability to balance hands-on account ownership with team leadership responsibilities. Fluency in Thai or Vietnamese, with strong command of English (both written and spoken) — required for engaging regional Enterprise stakeholders and internal global teams. Unleash Your Potential When 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. Accommodations If you need a reasonable accommodation during the application or the recruiting proce