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Posted about 1 year ago

Job Description

The Portfolio Success Manager (PSM) is ultimately responsible for keeping their portfolio of SMB customers healthy, happy and renewing. How? By strategizing with Sales leadership on top account planning, leveraging various success plays, handling escalations with at-risk customers and collaborating with our internal ecosystem of business partners to bring the right resources and programs to our customers.

The PSM is accountable for their own book of business and will work with both their Customer Success and Sales leadership to determine what success looks like for their customers as well as to define the strategies and tactics that will help us measure and achieve that success.

The ideal candidate should be passionate about Customer Success and genuinely care about their business: our customer’s success is our success, not the other way around. Expertise on Salesforce platform is not required, but is highly preferred. Resourcefulness and ability to work in a highly dynamic environment are expected.


  • Ensure customers derive maximum value from their investment in Salesforce, utilize their licenses, identify new opportunities, and collaborate with Salesforce stakeholder teams to ensure growth attainment and increased footprint

  • Create Portfolio Account Plans to provide the right level of success resources and provide customer health leadership to all customers in territory.

  • Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success

  • Help position Premier Success and Cloud Services products with the support of pre-sales teams - understand and articulate value proposition to customers and prospects

  • Collaborate with sales teams and Salesforce’s Partner Alliances team to ensure proper implementation approach is in place to maximize customer success

  • Have regular cadence for meeting with, and providing CSG updates to, your Sales VPs and their Managers

  • Serve as key partner to sales leaders, understanding their business, advising on territory risk and opportunity, and empower their teams with CSG guidance and resources

  • Manage and collaborate interdepartmentally to resolve at-risk Customer escalations in Region

  • Play a fundamental part in coaching customers on how to follow Salesforce best practices and achieve maximum business value from their investment

Your Impact: Success will be measured by moving the needle across your portfolio in the following categories. It will also be measured by the breadth and depth of sales and customer relationships; contributions to the role and process improvement; escalation and risk mitigation management; and proven leadership.

  • Customer engagements

  • Portfolio attrition

  • Adoption

Preferred Qualifications & Skills:

  • BA/BS degree

  • Relevant work experience (8+ Principal)

  • Experience facilitating customer meetings and presenting to an executive level audience in a concise, inspirational and convincing manner

  • Deep understanding of customer success principles, approaches and considerations

  • Experience with complex, escalated customer situations, ability to navigate large and small organizations and gain executive level buy-in

  • Knowledge of sales organizations and approaches

  • Measures effectiveness of recommendations; proficient at scaling or redirecting strategies and tactics based on results.

Leadership Qualities:

  • Passionate about Customer Success

  • Strategic thinker

  • Proactive, organized, and detail-oriented

  • Excellent communication and Content Development skills

  • Programs or Project Management skills

  • Proven effectiveness at leading and facilitating executive meetings and workshops

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for \"family\") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

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