Customer Success Manager, Senior Manager (BtoC)

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Job 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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Experience
カスタマーサクセス・マネージャー(CSM)は、深いビジネス・業界・製品知識を武器に、Signatureサポートプランをご契約中の顧客と伴走するポジションです。特定の事業部門(LoB)、クラウド、または業界に特化することで顧客と同じ視点・言葉を持ち、経営層から現場まで強固な信頼関係を築きながら、Salesforce製品を通じた価値実現(バリュー実現)と投資対効果(ROI)の最大化を牽引します。
市場セグメントや企業規模、ソリューションの複雑さが異なる多様な顧客のデジタルジャーニーを直接サポートし、理想的なパートナーとして価値をもたらす役割を担います。
What You'll Actually Be Doing

• 戦略的伴走とロードマップ策定:顧客のビジネス・技術目標をヒアリングし、現状分析から目標達成を加速する「導入パス(アダプション・パス)」やイネーブルメント計画を策定・実行する。顧客と共にロードマップを作成し、四半期ごとにQBR(Quarterly Business Review)を実施する。
• 製品活用とガバナンス推進:Salesforce全クラウド・製品群(Sales、Service、Slack、Tableau等)の機能を駆使して活用を推進し、組織戦略・ガバナンス・変更管理(チェンジマネジメント)のベストプラクティスを指導する。
• プロジェクトのオーケストレーションとリスク管理:顧客の期待値に応じた支援プランを立案・推進し、社内リソース(SA、アーキテクト、営業等)を適宜アサイン・連携させる。目的達成に対するリスクを早期に察知し、アカウントチームと協力して軽減策を講じる。
• エグゼクティブ・コミュニケーション:CIO、CTO、ビジネス役員などの経営層・意思決定者とエグゼクティブレベルの関係を築き、安定稼動やビジネス効果創出をリードする。技術的な製品変更、障害、サポート終了(EOL)などのアップデートを能動的に伝達する。

You're Our Person If...

• ビジネスコンサルティング、カスタマーサクセスマネージャー、テクニカルアカウントマネジメントなどのバックグラウンドをお持ちの方(特にBtoC・営業領域での経験)
• 技術製品の説明が可能な知識レベルをお持ちの方
• 顧客経営層とのスムーズなコミュニケーション能力をお持ちの方
• 日本語が流暢な方
• 社内外のメンバーを巻き込みながら、全体をオーケストレーションするリーダーシップスキルをお持ちの方

Even Better If...

• 特定の業界、事業部門(LoB)、またはクラウドにおける深い専門知識をお持ちの方
• 信頼できるアドバイザー(Trusted Advisor)として顧客のビジネス価値向上を牽引した確かな実績をお持ちの方
• Cレベル(経営層)との効果的な対話力、困難な議論のファシリテーション力、異議申し立てへの柔軟な対応力をお持ちの方
• Salesforceの製品・プラットフォーム機能、およびガバナンス・エンタープライズアーキテクチャへの深い理解をお持ちの方
• 技術的・ビジネス的概念を素早く把握し、明確に説明できる方
• 基本的な英語の読解力をお持ちの方

The Experience
The Customer Success Manager (CSM) leverages deep business, industry, and product knowledge to partner with customers on a Signature support plan. By specializing in a specific line of business (LoB), cloud, or industry, the CSM shares the customer's perspective and language, building strong relationships from executive leadership to the front line to drive value realization through Salesforce products and maximize return on investment (ROI).
This role directly supports the digital journeys of a diverse range of customers varying in market segment, company size, and solution complexity, serving as the ideal partner in delivering value.
What You'll Actually Be Doing

• Strategic Partnership & Roadmap Planning: Gather customer business and technical goals, and develop and execute an adoption path and enablement plan that accelerates goal achievement based on current-state analysis. Build a roadmap together with the customer and conduct quarterly QBRs (Quarterly Business Reviews).
• Product Adoption & Governance: Drive adoption by leveraging functionality across all Salesforce Clouds and products (Sales, Service, Slack, Tableau, etc.), and guide customers on org strategy, governance, and change management best practices.
• Orchestration & Risk Management: Plan and drive support plans tailored to customer expectations, assigning and coordinating internal resources (SAs, architects, sales, etc.) as needed. Proactively identify risks to goal achievement and work with the account team to mitigate them.
• Executive Communication: Build executive-level relationships with decision makers such as CIOs, CTOs, and business executives, leading toward stable operations and business impact. Proactively communicate technical product changes, outages, end of life (EOL), and other updates.

You're Our Person If...

• You have a background in business consulting, customer success management, or technical account management (particularly in the BtoC/sales domain).
• You have knowledge sufficient to explain technical products.
• You have smooth communication skills with customer executive leadership.
• You are fluent in Japanese.
• You have leadership skills to orchestrate across internal and external stakeholders.

Even Better If...

• You have deep expertise in a specific industry, line of business (LoB), or cloud.
• You have a proven track record as a Trusted Advisor driving business value for customers.
• You have the ability to communicate effectively at the C-level, facilitate difficult discussions, and are adept at handling objections.
• You have a deep understanding of Salesforce product and platform features, as well as governance and enterprise architecture.
• You have the ability to quickly grasp and clearly explain technical and business concepts.
• You have basic English reading comprehension.

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

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.