Senior Manager, Customer Success Management - Player-Coach

Overview
A hybrid individual contributor + leadership role. You will personally own and manage a small set of strategic Enterprise accounts focusing on Salesforce Sales & Service Cloud, delivering Signature Success outcomes directly to customers, while also leading, coaching, and developing a team of Customer Success Managers.

Key Responsibilities
Player (Individual Contributor)

• 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 (e.g., proactive engagements, escalation management, technical health reviews).
• Identify expansion, renewal risk, and value-realization opportunities within your owned accounts.
• Model best-in-class CSM behavior that the broader team can learn from.

Coach (People Leadership)

• Manage, mentor, and develop a team of CSMs, setting clear goals and providing regular coaching and feedback.
• Oversee team account portfolios — ensuring Success Plans, engagement cadences, and health/risk tracking meet operational standards.
• Drive team performance against retention, renewal, adoption, and customer satisfaction targets.
• Partner cross-functionally (Sales, Support, Product, Professional Services, Architects) to remove blockers for the team and for your own accounts.
• Support hiring, onboarding, and career development for the team.
• Report on team and portfolio health to senior leadership; escalate & manage risk appropriately (e.g., Red Account processes).

Requirements

• Must have 15 years or more of experience as a CSM or consultant or project manager of Salesforce platform Sales & Service cloud in large deployment context.
• Strong technical Salesforce CRM (Sales & Service cloud) skillset, with relevant Salesforce certifications like Salesforce platform admin, sales consultant or service consultant , plus consulting or project management experience - needed to credibly guide customers and coach the team on platform adoption and value realisation.
• Preferable but optional team-lead experience, ideally in a player-coach capacity.
• Strong executive presence and relationship-management skills with C-level stakeholders.
• Deep familiarity with Success Plans, engagement/renewal motions, and CS tooling (e.g., Salesforce equivalent).
• Ability to balance hands-on account ownership with team leadership responsibilities.
• Fluency in Thai or Vietnamese, with strong command of English (both written and spoken) — required for engaging regional Enterprise stakeholders and internal global teams.