About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Agentforce is the future of AI.
The Experience
A Customer Success Manager (CSM) partners with customers, drawing on deep business, industry, and product knowledge to accelerate business value and guide them to maximize their return on investment in Salesforce. In this role, CSMs use their cloud expertise and industry insight to orchestrate internal resources, speak with customers as true partners, and deliver customer value over the medium to long term.
The ideal Customer Success Manager brings both cloud expertise and industry skills, and can engage with customers in their own language.
What You'll Actually Be Doing
•Understand goals and make recommendations: Use our Customer Success methodology to work with customer stakeholders, understand their goals, assess their capabilities, and make recommendations that accelerate their business and technology goals
•Evangelize Salesforce: Build understanding of the customer's Salesforce adoption, and evangelize Salesforce capabilities across all of our clouds.
•Present best practices: Guide customers on best practices in organizational strategy, governance, and change management based on their needs.
•Identify and mitigate risks: Proactively identify risks that could prevent customers from achieving their business goals, and work with the account team to develop risk mitigation plans.
•Build executive-level relationships: Build and nurture executive-level relationships with customers' IT and business executive leaders, sponsors, and decision makers to strengthen the partnership and ensure commitment to the customer's business and to IT sponsors and team members.
•Provide hands-on product knowledge: Demonstrate practical knowledge of Salesforce products by applying platform capabilities and features to the customer's business priorities and roadmap.
•Drive Customer Enablement through technical insights: Translate technical information such as product updates, incidents, and end-of-life (EOL) into customer value, and work alongside IT and business teams to help them get the most out of the technology.
•Create and execute adoption plans: Create and execute a comprehensive adoption path that sets out the current state, a target future state with timelines, and the underlying enablement plan.
•Deliver value and innovation: Understand the customer's key business challenges and growth potential, and deliver value and innovation to their business.
You're Our Person If...
•6+ years of experience in customer success, technology consulting, enterprise architecture, or technology solution development
•PASSION: Passionate about customer success.
•TRUST: Acts with trust as the first priority.
•ADAPTABLE: Delivers excellent results in highly uncertain, fast-changing environments.
Even Better If...
•Deep knowledge of a specific cloud.
•Track record as a "Trusted Advisor" driving customer business value, with strong consulting skills.
•Ability to lead effective, influential conversations with C-level executives, facilitating difficult discussions and skillfully handling pushback and objections.
•Understanding of Salesforce products and platform capabilities, performance, and best practices is desirable.
•Ability to quickly grasp and clearly explain technical and business concepts.
•Experience or knowledge in at least two of the following:
•Deep knowledge of business processes (sales, service, marketing, support), business applications, and automation.
•Understanding of AI and machine learning concepts and agent platforms, and knowledge of how to configure and deploy agents.
•Enterprise-level software development lifecycle or project management experience. (Coding experience is useful but not required)
•Knowledge of integration, flows and automation, and API connectivity.
•Deep understanding of middleware and infrastructure used in cloud computing (e.g., databases, networking fundamentals).
•Fluent Japanese and basic reading and writing skills in English.
•Advanced English, Korean, or Chinese (at a level to work with related teams) is a plus.
Work Style and Diversity at Salesforce Japan
Salesforce Japan ranked 2nd in the 2026 Great Place To Work® Institute Japan (GPTW) "Best Workplaces for Women" ranking, and 3rd in the large-company category (1,000+ employees). Equality is one of Salesforce's core values, and the company promotes an inclusive environment where all employees can realize their full potential regardless of gender or life stage. Internal networking communities such as "Salesforce Women's Network (SWN)", career development support, and mentorship programs are actively run.
Work Style and Work-Life Balance
•Hybrid/remote work system: Flexible combination of remote and office work depending on job content and team arrangements.
•Flextime system: Flexible scheduling without fixed core hours, respecting work styles adapted to childcare, caregiving, or personal circumstances.
•Comprehensive family support programs: Maternity and childcare leave (high return-to-work rate for women, many male employees also take childcare leave), shortened working hours after returning to work, and nursing/caregiving leave.
•Wellbeing support: Wellness allowance, Employee Assistance Program (EAP), and other comprehensive benefits supporting a sustainable career.
