Customer Success Manager - Mulesoft

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Role Summary

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.

Key Responsibilities

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.

• Drive adoption of Anypoint Platform capabilities with integration teams and developers

• Conduct enablement sessions on MuleSoft features

• Track usage metrics (API calls, integration flows, connector usage)

• Share MuleSoft best practices and use cases

• Conduct enablement sessions on dashboard creation and data exploration

• Track usage metrics (active users, workbook views, data source adoption).

• Share best practices for visualization design and dashboard performance.

• Escalate complex data modeling or server configuration questions to technical resources.

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.

Technical Health, Adoption, and Risk Management

•  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.  

• Experience supporting MuleSoft Anypoint Platform
  Working knowledge of core components:
  Anypoint Platform: Runtime Manager, API Manager, Exchange, Design Center

• Integration patterns: API-led connectivity (system, process, experience APIs)

• Connectors: Pre-built connectors for Salesforce, SAP, databases, SaaS apps

• Understanding of API lifecycle management (design, deploy, manage, monitor)

• Basic knowledge of REST APIs and API security

• English proficiency is required for all candidates to ensure global alignment.

Cloud Specific Experience Preferred:

• MuleSoft Integration Associate or Developer certification
  Familiarity with common integration use cases and API design best practices

Note: This role is office-flexible, and the expectation is to be in office 3 days pe

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.

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