Customer Success Manager

About the role

The Customer Success Manager owns the customer relationship post-sale within J4RVIS's Managed Services model, ensuring clients achieve measurable business value from their Salesforce platform while driving retention, adoption, and consumption growth. 

This role sits at the intersection of relationship management, commercial growth, and technology translation. It is not a technical execution role — that sits with the Solution and Delivery teams. The CSM works alongside those teams to understand what's technically possible, and owns translating those possibilities into compelling business outcomes for customers. 

The ideal candidate brings solid Salesforce platform knowledge, genuine curiosity about product innovation, and the commercial instinct to turn technical use cases into expanded customer engagement. They are energised by what technology can do for a business — and that energy is visible to customers. 

As the single point of contact for a portfolio of managed services accounts, the CSM is accountable for retention, health, and growth. They coordinate across Platform Success, Sales, Consulting, and Delivery to deliver seamless customer experiences.

Key Responsibilities 

Client Engagement 

• Own end-to-end customer relationships across an assigned portfolio of managed services accounts, serving as primary point of contact 

• Lead customer onboarding, establishing success criteria, governance cadence, and communication frameworks 

• Develop and maintain customer success plans aligned to business outcomes and platform strategy 

• Own renewal readiness and customer confidence, partnering with Sales on renewal execution 

• Identify and progress expansion opportunities within the existing portfolio 

• Lead and drive strategic customer conversations to understand business goals and translate them into actionable roadmaps and mutual success criteria 

Technology Translation & Customer Inspiration 

• Translate technical use cases — provided by the Solution and offshore Delivery teams — into clear business language: user story, impact, and outcome 

• Work closely with the Solution team to understand what can be built, then own the pitch and framing with the customer 

• Articulate platform value in terms that resonate with business stakeholders, not just technical audiences 

Commercial Growth 

• Drive adoption and consumption growth across the portfolio, actively managing customer burn against targets 

• Identify and progress expansion opportunities, translating platform capabilities into business cases customers want to fund 

• Track and report on portfolio health, renewal risk, and growth pipeline 

• Manage multiple accounts simultaneously, prioritising effectively across competing demands 

Governance & Lifecycle Management 

• Establish and maintain effective governance rhythms including QBRs, monthly check-ins, and executive engagement 

• Take ownership of troubleshooting coordination, ensuring issues are triaged and resolved promptly to ensure smooth day-to-day platform usage 

• Monitor customer health metrics, adoption patterns, and satisfaction levels proactively 

• Coordinate across Platform Success, Delivery, and Sales teams to ensure clarity and accountability 

• Represent the voice of the customer internally to influence product priorities and service improvements 

• Drive continuous improvement across customer experience and platform success processes 

Qualifications

This role is suited to someone with the following:

Essential 

• Proven experience in a customer success, account management, or client-facing role within SaaS technology or consulting 

• Demonstrated track record managing post-sale customer relationships and driving retention and growth 

• Solid Salesforce platform knowledge — enough to have credible, value-led conversations with customers and understand what's possible (not execution-level technical depth) 

• Strong commercial acumen with exposure to renewal, expansion, and consumption-based growth motions 

• Ability to translate technical possibilities into business outcomes, comfortably speaking both technical and business languages 

• Excellent stakeholder management and communication skills across both technical and business audiences 

• Genuine curiosity and enthusiasm for technology and product innovation, particularly AI and platform developments 

Desirable 

• Experience working alongside offshore delivery or consulting teams 

• Exposure to ITIL or managed services operating models 

• Experience working with integration platforms (e.g. MuleSoft, Workato) 

• Familiarity with AI-driven use cases within the Salesforce ecosystem 

At J4RVIS, everyone has a purpose and everyone has a role no matter how big or small the role is. It's part of our DNA and part of our values.

Additional Information

WHY YOU SHOULD JOIN J4RVIS:

Become better at what you do. You will be challenged to learn every day, work on exciting projects and be provided with unique learning and mentoring opportunities from our CTA.

Be yourself. “Everyone has a role, everyone has a purpose.” Be the leader you wish you had and bring your authentic self to work. We celebrate each other’s uniqueness.

Succeed from anywhere. No matter if working from the office, from home, we empower you to unlock your true potential through a progressive workplace and provide you with the tools to do so.

Have fun along the way. We place immense emphasis on our culture and our team genuinely enjoys working with each other and spending time together both in and outside of work - never a dull day at J4RVIS!

SOME OF OUR PERKS

• Salesforce/Mulesoft/Project Management certifications paid for by J4RVIS
• Work From Anywhere for up to 4 weeks a year
• Flexible working arrangements
• 3 months paid parental leave for primary carers
• 2 days of study leave per quarter
• J4You Rewards (Work Anniversary Reward)
• Home office expense allowance

Are you ready to create a better tomorrow?

“When you join J4RVIS, you become part of a collaborative culture. We are a politics free workplace where everyone has a voice. Everyone is a leader, valued equally for their authenticity, background & skill.”