Senior Customer Success Manager
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AI Summary
The Senior Customer Success Manager will own a portfolio of strategic enterprise customers, ensuring adoption, health, and value realization. They will act as a technical advisor to guide customers through Salesforce development lifecycles, DevOps practices, and complex technical initiatives.
About AutoRABIT
AutoRABIT helps organizations, particularly those in highly regulated industries, modernize and secure how they develop, release, and manage change across Salesforce environments. Our platform helps teams improve release velocity, strengthen security and governance, reduce manual processes, and build more reliable software delivery practices.The Role
As a Senior Customer Success Manager, you will own a portfolio of strategic, enterprise, and technically complex customers. This is a highly technical Customer Success role working with Salesforce, DevOps, Engineering, Platform, Security, and executive stakeholders to understand each customer's development lifecycle, deployment processes, technical environment, and business objectives.Senior CSMs are expected to operate as trusted technical and strategic advisors. You should be comfortable discussing Salesforce DevOps, CI/CD, source control, release management, testing, security, governance, and software delivery practices, while connecting those topics to measurable customer outcomes. You are not expected to replace a Solutions Engineer or Salesforce Architect, but you should have enough technical depth to independently lead discovery, identify risks and opportunities, challenge customers when appropriate, and engage specialized resources when needed.
This role includes regular customer-facing travel, typically 1-2 trips per month for 2-3 days at a time, to build relationships, deepen understanding of customer environments, and drive strategic initiatives in person.
Key Responsibilities
- Own a portfolio of strategic and technically complex customers, with accountability for adoption, customer health, value realization, renewal readiness, and growth.
- Build trusted relationships with Salesforce administrators, developers, architects, DevOps leaders, platform owners, engineering leaders, and executive sponsors.
- Develop a strong understanding of each customer's Salesforce development lifecycle, including source control, environments, testing, release management, deployments, and governance.
- Assess customer DevOps practices and identify technical barriers, process gaps, adoption challenges, and opportunities for improvement.
- Lead technical and strategic discovery to understand how customers operate, where friction exists, and what outcomes they are trying to achieve.
- Apply knowledge of Salesforce DevOps and software delivery best practices to help customers improve adoption and realize measurable value.
- Create success plans with clear business and technical objectives, milestones, adoption goals, and success measures.
- Proactively identify customer risk, diagnose root causes, and lead recovery plans across technical and business stakeholders.
- Coordinate resources across Solutions Engineering, Support, Professional Services, Product, Engineering, Sales, Renewals, and leadership to resolve complex customer challenges.
- Guide customers through major technical milestones, including implementations, upgrades, new capabilities, process changes, and evolving Salesforce environments.
- Identify opportunities to expand AutoRABIT's value based on customer use cases, technical maturity, and business objectives.
- Bring customer insights, technical patterns, and product feedback back to Product and Engineering.
Knowledge & Skills
- Strong understanding of modern DevOps principles, CI/CD practices, and the software development lifecycle.
- Strong understanding of Salesforce development and deployment concepts, including metadata, environments, testing, dependencies, release management, and common deployment challenges.
- Strong working knowledge of Git and source control concepts, including branches, commits, merges, pull requests, and repositories.
- Working knowledge of CI/CD pipelines, release automation, APIs, testing, security, and governance.
- Ability to understand technical architectures and customer workflows, identify areas of risk or friction, and recommend appropriate next steps.
- Ability to independently conduct technical discovery and move beyond surface-level requirements to uncover root causes.
- Ability to translate complex technical concepts into clear business outcomes for executive and non-technical stakeholders.
- Familiarity with engineering performance concepts and metrics, including DORA metrics.
- Strong executive presence, communication, presentation, and problem-solving skills.
Qualifications
- 7+ years of relevant professional experience across Customer Success, Technical Account Management, Solutions Engineering, Salesforce consulting, Professional Services, DevOps, or other customer-facing enterprise technology roles.
- 3+ years supporting technically complex enterprise customers in developer tools, DevOps, Salesforce, cloud platforms, or similar enterprise software.
- Demonstrated experience working with senior technical stakeholders across Engineering, DevOps, Salesforce, IT, or CTO organizations.
- Meaningful experience with Salesforce development, Salesforce DevOps, CI/CD, release management, or comparable software delivery processes.
- Experience managing complex enterprise accounts, customer risk, technical initiatives, and cross-functional account teams.
- Experience supporting Fortune 500 or similarly complex organizations preferred.
- Experience within Financial Services, Healthcare, Government, or other regulated industries preferred.
What Success Looks Like
Successful Senior CSMs understand not only whether customers are using AutoRABIT, but how they build and deliver software on Salesforce, where technical and operational friction exists, and how AutoRABIT can help improve those processes. They can independently engage with technical practitioners and leaders, ask informed questions, identify risks and opportunities, and connect improvements in DevOps practices to measurable business and engineering outcomes.Additional Information
This role is fully remote and is open to candidates based in the United States with U.S. work eligibility. We are specifically looking for candidates in Texas, Wisconsin, Illinois, South Dakota, Colorado, Washington, Idaho, or California.Travel: Approximately 20% travel is expected, typically 1-2 customer visits per month lasting 2-3 days. Travel may vary based on customer and business needs.
Salary Range: $130,000-$160,000 per year, depending on experience
This job description is intended to provide a general representation of the responsibilities and requirements of the position. Responsibilities and requirements may evolve based on the needs of the business.
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