Senior Customer Success Manager
About AutoRABIT
AutoRABIT helps organizations, particularly those in highly regulated industries, modernize and secure how they develop, release, and manage change across Salesforce environments. Our platform helps teams improve release velocity, strengthen security and governance, reduce manual processes, and build more reliable software delivery practices. The Role
As a Senior Customer Success Manager, you will own a portfolio of strategic, enterprise, and technically complex customers. This is a highly technical Customer Success role working with Salesforce, DevOps, Engineering, Platform, Security, and executive stakeholders to understand each customer's development lifecycle, deployment processes, technical environment, and business objectives.
Senior CSMs are expected to operate as trusted technical and strategic advisors. You should be comfortable discussing Salesforce DevOps, CI/CD, source control, release management, testing, security, governance, and software delivery practices, while connecting those topics to measurable customer outcomes. You are not expected to replace a Solutions Engineer or Salesforce Architect, but you should have enough technical depth to independently lead discovery, identify risks and opportunities, challenge customers when appropriate, and engage specialized resources when needed.
This role includes regular customer-facing travel, typically 1-2 trips per month for 2-3 days at a time, to build relationships, deepen understanding of customer environments, and drive strategic initiatives in person. Key Responsibilities
- Own a portfolio of strategic and technically complex customers, with accountability for adoption, customer health, value realization, renewal readiness, and growth.
- Build trusted relationships with Salesforce administrators, developers, architects, DevOps leaders, platform owners, engineering leaders, and executive sponsors.
- Develop a strong understanding of each customer's Salesforce development lifecycle, including source control, environments, testing, release management, deployments, and governance.
- Assess customer DevOps practices and identify technical barriers, process gaps, adoption challenges, and opportunities for improvement.
- Lead technical and strategic discovery to understand how customers operate, where friction exists, and what outcomes they are trying to achieve.
- Apply knowledge of Salesforce DevOps and software delivery best practices to help customers improve adoption and realize measurable value.
- Create success plans with clear business and technical objectives, milestones, adoption goals, and success measures.
- Proactively identify customer risk, diagnose root causes, and lead recovery plans across technical and business stakeholders.
- Coordinate resources across Solutions Engineering, Support, Professional Services, Product, Engineering, Sales, Renewals, and leadership to resolve complex customer challenges.
- Guide customers through major technical milestones, including implementations, upgrades, new capabilities, process changes, and evolving Salesforce environments.
- Identify opportunities to expand AutoRABIT's value based on customer use cases, technical maturity, and business objectives.
- Bring customer insights, technical patterns, and product feedback back to Product and Engineering.
Knowledge & Skills
- Strong understanding of modern DevOps principles, CI/CD practices, and the software development lifecycle.
- Strong understanding of Salesforce development and deployment concepts, including metadata, environments, testing, dependencies, release management, and common deployment challenges.
- Strong working knowledge of Git and source control concepts, including branches, commits, merges, pull requests, and repositories.
- Working knowledge of CI/CD pipelines, release automation, APIs, testing, security, and governance.
- Ability to understand technical architectures and customer workflows, identify areas of risk or