Customer Success Senior Manager

About the role

The Customer Success Senior Manager will partner with Financial Services customers to drive adoption, technical health and business value from Salesforce’s AI‑enabled solutions. This senior individual contributor leads complex, multi‑org Signature engagements and designs agentic workflows that free CSMs for high‑impact relationship building.

Key responsibilities

• Own the end‑to‑end Signature experience for multi‑org customers, creating comprehensive success plans and aligning internal teams around ROI‑driven outcomes.
• Mobilise resources across Salesforce, acting as the central point of contact to bring expert talent into customer situations and ensure seamless delivery of all commitments.
• Develop and execute engagement charters with clear goals, metrics and business‑value integration, including AI‑vs‑human task segmentation.
• Influence senior IT and business executives, navigating complex stakeholder landscapes to achieve consensus and drive business results.
• Identify and mitigate risks to high‑value renewals or go‑live dates, leveraging AI tools for root‑cause analysis and governance frameworks.

Required profile

• Proven senior‑level experience in Customer Success, SaaS platforms or strategic consulting, preferably within Financial Services.
• Exceptional executive communication and presentation skills, with the ability to influence C‑level leaders.
• Strong behavioural competency to handle objections, navigate complicated discussions and persist through adversity.

Required skills

• Deep knowledge of Salesforce products and certifications (e.g., AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist).
• Experience designing AI‑enabled, multi‑step digital workflows and applying AI governance and safety‑by‑design principles.
• Ability to analyse technical and business data to synthesize root‑cause insights and drive value‑based recommendations.