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Job Category
Customer SuccessJob 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.
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The Customer Success Group (CSG) is seeking a strategic Customer Success Area Lead to support and drive customer success initiatives across Salesforce’s largest and most impactful accounts. This role is is an individual contributor role pivotal in ensuring customers achieve maximum value from their Salesforce investments, realize business outcomes, and maintain a healthy partnership with Salesforce. A key priority for the role is delivering customer Success at scale to a large cohort of key customers who have signed onto our Premier Success Plan.
As a Customer Success Area Lead for Singapore and Public Sector accounts, you will be a trusted advisor, collaborating closely with both internal teams and customers to align strategic priorities and deliver measurable outcomes. You will focus on driving customer retention and advocacy while proactively finding opportunities to unlock additional value for customers. In this role, you will build strong relationships with key stakeholders, leverage data-driven insights, and deliver tailored success plans to optimize customer success and satisfaction. You will also work cross-functionally to improve processes and deliver impactful results for Salesforce’s customers.
Responsibilities
Strategic Collaboration
Partnering with internal Sales and Customer Success partners to prioritise customer retention and mitigate attrition
Act as a trusted advisor, advocating for customers’ needs across Salesforce teams and providing a seamless bridge between technical solutions and business outcomes.
Ensuring synchronisation between account information, sales leaders, and investment goals within the success plan portfolio.
Co-creating business reviews for Sales in partnership with Renewals, Success Plan Sales, and other key collaborators.
Success Plan Development & Execution
Create and implement comprehensive success plans by utilising data to help customers realise the value of their Salesforce investment.
Coordinate and review Salesforce success plan entitlements that align with the customer’s priorities, focusing on proactive guidance and best practices.
Driving Customer Retention & Adoption
Finding ways to improve customer retention by addressing risks and demonstrating the value of Salesforce solutions.
Advocate for the adoption of new Salesforce features and capabilities based on the customer’s evolving needs and annual release schedules.
Data-Driven Insights
Use Customer Success Scores and other analytics to optimize and guide strategic planning.
Proactively monitor customer performance metrics, share actionable insights, and collaborate on initiatives that drive long-term success.
Preferred Qualifications
Experience in Customer Success, delivering success management strategies to a high volume of customers in SaaS or enterprise software environments.
Demonstrate strong analytical, strategic, and problem-solving skills with ability to make data-driven decisions.
Exceptional English communication skills and interpersonal skills, with the ability to influence and build trust with diverse collaborators.
Experience handling and optimising customer accounts, with a track record of delivering tangible business outcomes.
Understanding of Salesforce solutions and customer success methodologies.
Technical Skills
Familiarity with Salesforce products and services, including Success Plans and customer support tools.
Experience with customer success management platforms or CRM tools.
Ability to understand and explain technical concepts to non-technical partners
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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
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Posting Statement
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