Principal - Program & Project Management

Role description

Job Title : Salesforce Customer Success Manager
Job Location : Charlotte, NC

The Salesforce Customer Success Manager CSM is responsible for driving customer adoption business value retention and growth across Salesforce implementations This role acts as a trusted advisor to customers ensuring Salesforce platforms deliver measurable outcomes aligned with business goals throughout the customer lifecycle

Key Responsibilities

1 Customer Success Account Ownership
Own post go live customer success for Salesforce implementations and AMS engagements
Act as the primary point of contact for customers for
Adoption
Value realization
Ongoing optimization
Build strong relationships with business stakeholders admins and IT leaders
Ensure high customer satisfaction CSATNPS

2 Salesforce Adoption Value Realization

Drive adoption across Salesforce clouds
Sales Cloud
Service Cloud
Experience Cloud
CPQ FSL Analytics as applicable
Gov Cloud
Track and report on success metrics
User adoption
Feature utilization
Business KPIs
Ensure Salesforce capabilities are aligned with customer business objectives
Proactively identify gaps risks and improvement opportunities

3 Customer Lifecycle Management
Manage customers through the entire lifecycle
Onboarding
Stabilization
Expansion
Renewal
Conduct regular success reviews and health checks
Develop and maintain Customer Success Plans
Ensure smooth handoffs between implementation AMS and support teams

4 Stakeholder Executive Engagement
Facilitate
Quarterly Business Reviews QBRs
Executive checkins
Roadmap planning sessions
Translate business priorities into actionable Salesforce recommendations
Act as a customer advocate internally within the delivery organization

5 Risk Management Escalations

Monitor customer health and proactively mitigate risks such as
Low adoption
Performance issues
Change fatigue
Handle escalations related to
Delivery quality
Support issues
SLA breaches
Coordinate with Delivery Support and Product teams for resolution

6 Cross-Functional Collaboration

Work closely with 
Salesforce Delivery Engagement Leads
Project Managers AMS Leads
Architects and Product Owners
Sales and Account Management teams
Ensure alignment across delivery support and commercial teams
Support presales renewals and expansion initiatives

7 Renewal Expansion Growth
Own or support renewals and expansion motions
Identify upsell and crosssell opportunities
New Salesforce clouds
Additional features and enhancements
Increased AMS scope
Provide customer success input into account strategy and forecasting

8 Governance Reporting Metrics
Track and report key CSM metrics
Customer health scores
Adoption metrics
Renewal risk
Maintain customer documentation
Success plans
Meeting notes
Action items
Ensure compliance with engagement governance and delivery standards

Required Skills Experience

Must Have
5 years in Salesforce Customer Success CRM Success Account roles
Strong understanding of Salesforce ecosystem and cloud capabilities
Experience managing enterprise or multiregion Salesforce customers
Excellent stakeholder management and communication skills
Proven ability to drive adoption and measurable business outcomes

Good to Have
Salesforce certifications Admin Consultant Advanced Admin
Experience in AMS Managed Services models
Experience in consulting or SI environments
Familiarity with SaaS renewal and expansion models

Key Competencies
Customer centric mindset
Strong executive communication
Data-driven decision making
Problem solving and conflict resolution
Ability to balance customer advocacy with business goals

Other details

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision


• Short Term and Long-Term Disability Coverage


• 401(k) Plan with Company match


• Life Insurance


• Vacation Time, Sick Leave, Paid Holidays


• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of
this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our
employment decisions are made without regard to race, color, creed, religion, sex (including
pregnancy, childbirth or related medical conditions), gender identity or expression, national origin,
ancestry, age, family-care status, veteran status, marital status, civil union status, domestic
partnership status, military service, handicap or disability or history of handicap or disability, genetic
information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation
or preference, or any other characteristic protected by applicable federal, state, or local law, except
where such considerations are bona fide occupational qualifications permitted by law.