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
Must be in EST timezone
Preferred Qualifications
Experience with Salesforce DevOps tools or release management processes
Familiarity with CI/CD, version control, or agile development practices