Senior Manager, Customer Success Management - Player-Coach

Salesforce is hiring a Senior Manager, Customer Success Management (Player-Coach) based in Bangkok, Thailand. This hybrid role combines individual account ownership with people leadership: the incumbent personally manages a small portfolio of strategic Enterprise accounts focused on Salesforce Sales and Service Cloud, while also leading, coaching, and developing a team of Customer Success Managers.

Key duties include acting as primary CSM and trusted advisor to executive stakeholders, building Success Plans, driving adoption, identifying expansion and renewal risks, and modeling best-in-class CSM behavior. The role also requires mentoring the CSM team, overseeing portfolio health, driving retention and satisfaction targets, partnering cross-functionally, and reporting to senior leadership. Fluency in Thai or Vietnamese plus strong English is required.

Own a select set of strategic Enterprise accounts, acting as the primary CSM and trusted advisor to executive stakeholders

Build and execute Success Plans, drive adoption, and deliver on Signature Success program commitments

Identify expansion, renewal risk, and value-realization opportunities within owned accounts

Manage, mentor, and develop a team of CSMs, setting clear goals and providing regular coaching and feedback

Report on team and portfolio health to senior leadership; escalate and manage risk appropriately

15+ years of experience as a CSM, consultant, or project manager of Salesforce Sales & Service Cloud in large deployments

Strong technical Salesforce CRM (Sales & Service Cloud) skillset with relevant Salesforce certifications (e.g., Platform Admin, Sales Consultant, Service Consultant)

Executive presence and relationship-management skills with C-level stakeholders

Deep familiarity with Success Plans, engagement/renewal motions, and CS tooling

Fluency in Thai or Vietnamese, with strong command of English (written and spoken)