Customer Success Manager - East US - Salesforce Ecosystem - $80-100k + PS - Remote

Customer Success Manager at a leading Salesforce Application Partner. Remote Role. Ideally East Coast Based.$80-100k base + $25k Profit Share. Full Time Permanent. Immediate Start. SFDC ecosystem experience highly desirable.About This Opportunity

• Join as the dedicated Customer Success Manager for a progressive, employee-owned SaaS business

• Play a pivotal role in driving customer retention, expansion, and long-term value for a growing product-led organization

• Enjoy a profit-sharing structure where collective wins are rewarded—not a commission-only system

• Ideal for someone who values relationship-building, strategic problem solving, and a people-first approach.

About Our Exclusive Client:

• Product-led SaaS business with a team of 25 professionals across the UK and US

• Creators of a native Salesforce application that smartly routes work for Sales & Service Cloud users

• Renowned for a 5‑star review record and a guiding philosophy of “always doing the right thing” for customers and employees alike

• The highly unique part of this opportunity is that the company is employee owned, so you and the team shape the company - not investor pressures and unrealistic targets and a growth at all costs culture.

What We Do & Why It Matters to the Market?

Innovative Product Suite:

• Our flagship solution optimizes lead and case routing in Salesforce to ensure work gets to the right person at the right time (and it’s loved by our customers)

• A big upcoming product launches in April 2025 to further streamline customer workflows and increase our service offering and value

• Market Impact: Enhances sales efficiency, reduces time-to-contact and missed SLAs, and boosts key performance indicators (KPIs)

Our Ideal Customer Profile & Market Focus:

• Targets include users of Sales & Service Cloud and related Industry Clouds across tech, education, financial services, and healthcare

• Typically serves organizations with 50 to 1500+ employees; the sweet spot is companies with 200–500 employees

• Proven impact: Top clients have experienced 6–12x growth thanks to optimized workflows and operational efficiency

Why Should You Join & Why Now?

• Growth Opportunity: Be the driving force behind customer success and actively shape the strategy and future of the sales team

• Employee-Owned Culture: Thrive in a people-first environment where profit sharing and collaboration are key

• Innovative & Supportive Environment: Represent cutting-edge Salesforce solutions while working alongside seasoned Product, Engineering, Support, GTM, and Ops teams

• Remote Flexibility: Enjoy a fully remote role with periodic in-person meetups, ideally on the East Coast

• Sustainable Vision: Join an organization focused on long-term growth, integrity, and employee well-being, without the pressures of short-term investor expectations

Your Main Responsibilities:

• Own the Post-Sale Journey: Ensure customers continuously derive measurable value from the products

• Renewals & Expansion: Manage renewals and proactively identify upsell and cross-sell opportunities

• Conduct Customer Business Reviews (CBRs): Lead regular reviews with key accounts to drive insights and actionable strategies

• Be the Voice of the Customer: Collaborate cross-functionally with Product, Support, and Marketing to turn feedback into compelling case studies

• Lead Partner Engagement: Manage and nurture the evolving partner ecosystem to maximize impact

• Drive Engagement Initiatives: Organize webinars, customer events, and other initiatives that strengthen relationships

• Manage Reputation: Sustain and improve review ratings on platforms such as G2 and AppExchange

Fundamental Skills and Experience You’ll bring to the team:

• 3+ years’ experience in B2B SaaS Customer Success, Account Management, or Partner Management (Salesforce ecosystem experience preferred)

• Strong working knowledge of Salesforce (Sales/Service Cloud) and related tools (e.g. LeanData, Chili Piper)

• Passionate about solving customer challenges and building long-term relationships

• Data-driven and analytical - capable of transforming metrics into impactful customer success stories

• Demonstrated ability to collaborate with cross-functional teams (Product, Marketing, Sales, Engineering)

• Bonus: Experience in mentoring or managing junior team members

• Must be US-based (ideally in the East Coast or Central time zones) and comfortable with a remote, distributed work style

• Willing to travel for key customer/partner meetings and occasional visits to the UK

Success Looks Like (FY26 – May 2025 to April 2026) - Key Metrics:

• High renewal rate across customers, licenses, and MRR/ARR
• Steady expansion revenue (new MRR/ARR growth)
• 100% CBR coverage for target accounts
• Consistently positive customer reviews and testimonials
• Robust partner engagement and activation
• Strong overall customer health scores

Key Info Summary

• Location: Remote (US-based, ideally East Coast)

• Compensation: $80k–$100k base + estimated $25k profit share (Total: $105k–$125k)

• Company Type: Privately held, employee-owned SaaS business

• Benefits: Private healthcare, pension policies, and a people-first culture

• Reporting To: CRO (based in the UK)

How to Move Forward?

• If you’re passionate about delivering exceptional customer success in a collaborative, employee-owned environment, we’d love to hear from you

• Submit your application and you and Richard Washington (GTM Advisor) can talk more about your goals and the role.