Customer Success About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. 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? Agentforce is the future of AI, and you are the future of Salesforce.

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.

Serve as the single point of customer accountability Serve as the strategic partner for the customer, collaborating during the implementation phase to ensure seamless transition to adoption and long term value realization of integration and API initiatives. Proactively manage and maintain the roadmap for platform adoption. Drive optimization of API usage, integration patterns, and automation aligned to the customer's digital transformation goals to ensure they're getting full value from their investment. process automation gains, operational efficiency, faster time-to-market) to drive long-term value realization.

Represent

Salesforce with expertise and credibility, partnering with and presenting to senior client executives (CIOs, CTOs, Enterprise Architects) and cross-functional stakeholders. Proactively scout the customer's business to identify new integration opportunities and use cases that align with business objectives and drive additional platform adoption.

Remove Barriers and Manage Risk: Act as the primary orchestrator to proactively identify and minimize risks, remove blockers for adoption, and anticipate obstacles before they impact customer success. Address technical hurdles, architecture questions, and business process friction that prevents scaling of integration capabilities across the enterprise. Build the business case for expanding MuleSoft footprint across additional business units, use cases, and integration patterns.

Partner with the Sales team to secure renewals and drive expansion of the contract.

Voice of the Customer: Partner cross-functionally with Product, Engineering, and Services to represent customer feedback and critical issues with a focus on outcomes, not just escalation.

Partner with Customer Architects: Ensure the integration architecture and API strategy is optimized to support increased connectivity, reusability, and scalability,



preventing technical debt from throttling expansion. Build and nurture a Center for Enablement (C4E) within the customer organization to drive bottom-up adoption, governance best practices, and peer-to-peer advocacy of API-led connectivity.

Commercial Strategy and Lead Generation: You are responsible for identifying signals that indicate a customer is ready for contract upsell and partnering with Sales to build the business case for increased investment. 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields. Proven success managing large, complex enterprise accounts with multiple stakeholders and business units Established ability to develop relationships with senior executives (Director/VP level) and influence technical strategy Deeper technical knowledge of integration architectures, API design patterns, and platform best practices Demonstrated history of driving incremental Annual Contract Value (iACV) through expansion sales Experience with MuleSoft and/or relevant competing Integration Platform as a Service (iPaaS) platforms with understanding of API-led connectivity, system integration patterns, and enterprise architecture principles. Proven track record of driving platform adoption, managing complex enterprise accounts, and identifying expansion opportunities within existing customer relationships.

A strategic, customer centric approach to problem solving focused on driving business value and outcomes, not just resolving technical issues. Exceptional communication and presentation skills with proven ability to translate technical concepts into business terms and partner with senior client executives from IT teams to C-level.

Project Management: Robust orchestration and project management skills, including scope control, stakeholder alignment, timeline ownership and executive-ready reporting. Demonstrated ability to thrive in fast paced, high growth environments, with willingness to wear multiple hats and confidence challenging norms to drive customer outcomes. MuleSoft Certified Integration Foundations, MuleSoft Certified Platform Architect, MuleSoft Catalyst Consultant, or Salesforce AI Associate certifications are a strong plus.

Technical Background: Experience with software development processes, design methodologies, APIs, web services, databases, cloud platforms, and modern integration patterns.

Consulting Experience:



Background in management consulting services with track record leading cross-functional teams to facilitate resolution of complex business and technical challenges. Proven history of uncovering new opportunities within existing accounts and partnering with Sales to close expansion revenue.

Experience with 'Land and Expand' account strategies.

Experience working with Enterprise level customers across industries requiring complex integration strategies (Financial Services, Healthcare, Retail, Manufacturing, etc.). Awareness of how AI capabilities can enhance automation, improve customer experiences, and drive business value through intelligent workflows.

Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week. 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. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. 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. It means that at Salesforce, we believe in equality for all. 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. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. For Ontario-based roles, the base salary hiring range for this position is CAD 115,200 to CAD 158,400 annually.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. This posting is to fill a vacancy on our team, unless otherwise noted. #

📌 Customer Success Manager, MuleSoft - Global Public Sector (Toronto)
🏢 Salesforce
📍 Toronto