Customer Success Manager

Job Description

About Flosum

Flosum is a leading Salesforce-native DevOps platform that enables enterprises to manage and accelerate their Salesforce development lifecycle with security, compliance, and efficiency at scale. Built entirely on Salesforce, Flosum empowers teams to streamline releases, improve governance, and drive faster innovation.

Role Overview

We are seeking a highly motivated and strategic Customer Success Manager (CSM) to join our growing team. In this role, you will own relationships with a portfolio of customers, ensuring they realize maximum value from Flosum’s platform.

You will act as a trusted advisor to Salesforce administrators, developers, and IT leaders, guiding them through onboarding, adoption, and long-term success. This role is critical in driving retention, expansion, and customer advocacy.

Key Responsibilities

Customer Relationship Management

• Own and manage a portfolio of smb and mid-market customers
• Build strong relationships with key stakeholders, including Admins, DevOps leaders, and executives
• Act as the primary post-sales point of contact

Onboarding & Adoption

• Lead onboarding and implementation in partnership with Technical Account Managers (TAMS)
• Define success plans aligned to customer goals and use cases
• Drive product adoption and ensure customers are leveraging key Flosum capabilities

Value Realization & Strategy

• Help customers mature their Salesforce DevOps processes
• Identify gaps in release management, governance, and compliance workflows
• Provide strategic guidance and best practices

Renewals & Expansion

• Partner with Renewal Managers to support renewals and identify upsell/cross-sell opportunities
• Monitor account health and proactively mitigate risk
• Drive customer outcomes that lead to expansion

Cross-Functional Collaboration

• Partner with Product to relay customer feedback and influence roadmap
• Work with Support to ensure timely resolution of issues
• Collaborate with Marketing on customer advocacy (case studies, references)

Requirements

Required Qualifications

• 3–6+ years in Customer Success, Account Management, or related customer-facing roles
• Experience working with SaaS platforms, preferably in the Salesforce ecosystem
• Strong understanding of Salesforce (Admin, DevOps, or development lifecycle concepts preferred)
• Proven ability to manage and grow customer relationships
• Excellent communication and presentation skills

Preferred Qualifications

• Experience with Salesforce DevOps tools or release management processes
• Familiarity with CI/CD, version control, or agile development practices
• Background working with enterprise customers
• Salesforce certifications (Admin, Platform App Builder, etc.)

What Success Looks Like

• High customer retention and renewal rates
• Increased product adoption and usage across accounts
• Expansion within existing customer base
• Strong customer satisfaction and advocacy

Why Flosum

• Work at the forefront of Salesforce DevOps innovation
• High-impact role with direct influence on customer outcomes
• Collaborative, fast-growing team environment
• Opportunity to shape customer success strategy and processes

Benefits

• Competitive compensation, incentive structure, and company equity
• Daily coaching, mentorship, and growth opportunity
• Be part of a global, mission-driven team
• Learn from top leaders in Salesforce DevOps and SaaS sales
• Work on exciting challenges in a rapidly growing industry