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SalesforceIQ - Customer Success Advisor
Customer Success – Customer Management
US - California - Palo Alto
US - California - San Francisco (HQ)
Salesforce will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the 4th fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The SalesforceIQ Customer Success Team champions the SMB customer within Salesforce and the industry at large. We are the authority on SMB customer success. Nothing is more important than the long-term success of our customers. We incubate bold ideation, fast execution, and rapid iteration practices across SalesforceIQ's Customers. We drive to continuously improve the SMB customers' experience. Our super power is the combination of unparalleled talent with a culture of commitment to each other’s success. We win or lose as a team, and the team is all of Salesforce. Join us!

Position Summary: Our team is seeking a Customer Success Advisor (CSA) to join us in championing the SMB customer within Salesforce and across multiple Salesforce products. The SMB space is fast moving and dynamic so we are looking for a CSA who is comfortable with and embraces change and uncertainty. We collaborate with a broad network of Salesforce professionals, leverage multiple systems in our workflow, and are expected to know multiple Salesforce products inside and out. Our most successful CSAs have a passion for learning and teaching the technical nuances of complex software products while being a customer and Salesforce community champion. Our CSAs are a rare breed of smart, empathetic, quick and creative thinkers that play an integral role in our success by nurturing growing accounts and building long-lasting relationships that result in thriving businesses and happy people. As part of this high profile team, you will help steer customers toward seamless implementation, usage, and adoption of SalesforceIQ s product.

Core Responsibilities: We are looking for a passionate team-player to collaborate with the Customer Success Advisor Team. This is a partial representation of what may be included in the CSAs typical week:
  • Oversee a portfolio of customers aligned to a sales territory and ultimately be responsibility for customers’ adoption and renewal.
  • Ensure that customers derive maximum value from their investment in Salesforce, utilize all of their licenses, identify new opportunities, and collaborate with other Salesforce stakeholder teams to ensure growth attainment and increased footprint.
  • Answer customer inquiries and help to train users over email, telephone, and in-person.
  • Have daily/weekly cadence for meeting with, and providing CFL updates to your team.
  • Understand and breakdown a customer workflow and map to our product.
  • Identify and anticipate problems before the customer knows they exist.
  • Manage and collaborate interdepartmentally to resolve at-risk Customer escalations in Region.
  • Compliment the sales process by leading webinars and building relationships with our target customers.
  • Be the voice of our customers with the product and engineering teams. Gather, prioritize and communicate feedback and feature requests.
  • Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success.
  • Educate new customers on the entire value proposition of Salesforce's Customer Success Group (CSG) solutions.
  • Contribute thought leadership and best practice, both internally and externally, around business transformation and end user adoption.
  • Comfort with ambiguity and change is required!
  • As to be expected in a company moving as fast as we are, the scope of this position will evolve continuously.

Required Qualifications: 4+ years of experience in a client facing role. Ability to provide a consultative and solution-oriented approach for customers and creatively problem solve. Understand the CRM landscape and be passionate about helping customers build their CRM workflow, including moving between Salesforce products as customers' needs evolve. SaaS account management experience. Exceptional teamwork with customers to become the voice of their needs and help with creative solutions so customers continue to evangelize SalesforceIQ and Salesforce's values. Exceptional oral and written communication skills for preparing and presenting in customer meetings to all levels of the organization. Experience collaborating cross-functionally to achieve goals or complete projects. and are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. and do not accept unsolicited headhunter and agency resumes. and will not pay fees to any third-party agency or company that does not have a signed agreement with or
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Pay Transparency Policy Statement – The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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