Senior Manager, Customer Success Manager (CSM), NGO

About this role

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.

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

In the "Agentic Era," the Marketing & Commerce CSM serves as a Strategic Partner who is truly "at home" in the digital-first world. You speak the customer’s language, fluently discussing ROAS, conversion funnels, and omnichannel orchestration while navigating industry-specific challenges such as peak-season scaling and privacy shifts.

Your primary impact comes from your ability to translate complex business goals into a seamless customer journey across Marketing & Commerce. As a domain authority, you understand that technology only succeeds when it is grounded in a deep understanding of the customer’s business challenges and market trends.

We are looking for candidates who have experience supporting nonprofit, mission-driven NGO, and international development organizations as they leverage technology to maximize social impact and operational efficiency. Candidates should bring a passion for social good and experience working with grant-funded programs.

Your Impact Customer Accountability and Value Alignment • Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion. • Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle • Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer. • Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer. • Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks. • Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.

Strategic Advisory and Stakeholder Management • Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership. • Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems. • Solidify partnership commitments and drive innovation aligned with customers' business challenges. • Increase customer engagement with products and services and identify major political barriers to customer success. • Partner with more experienced team members to solve complex problems and develop strategic success plans when needed. • Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue.

Technical Health, Adoption, and Risk Management • Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance. • Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput. • AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring. • Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans. • AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention. • Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities. • Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask ** effective diagnosis questions**, and align platform features with customer priorities and roadmaps. • Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. • Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues. • Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities. • Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.

Minimum Requirements • Minimum 5 years of industry expertise in Customer Success, SaaS platforms, a

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