Client Success Manager (Salesforce)

Summary

Craftsman Technology Group is an employee-owned firm that supports mission-driven organizations through technology solutions. The Client Success Manager will manage a portfolio of clients, serving as a trusted advisor to drive Salesforce adoption, support delivery, retention, and strategic CRM growth. The role also includes leading client meetings, managing escalations, delivering training, and coordinating small projects and advanced technical services.

Responsibilities

• Maintain a portfolio of clients who have contracted with CTG to support and strategically grow their CRM implementation and usage, focusing on user adoption and increased ROI, and onboard new clients as they join your portfolio
• Proactively manage client relationships and service delivery to ensure high client satisfaction and strong retention rates
• Serve as a trusted advisor across all areas of the client operation in order to maximize our reach within each client organization
• Represent your clients' interests in internal CTG planning and prioritization, to ensure their needs and existing commitments are accounted for
• Understand clients' business issues and processes, proactively recommend solutions within their technology stack, and ensure they are employing best practices to maximize platform value
• Lead client meetings and communicate directly with stakeholders to identify, document, assign and deliver requirements
• Manage client support needs and escalations, delegating and overseeing billable work across Technical Analysts, Technical Consultants, and other CTG resources to maximize efficiency for each client in your portfolio
• Lead quarterly road mapping and strategy calls with stakeholder leadership; identify expansion opportunities and partner closely with Sales to execute on them
• Plan and deliver small projects and advanced technical services agreements for clients in your portfolio, partnering with Consultants and Technical Consultants on scoping, sequencing, and delivery
• Deliver end-user training to clients or work with Technical Analysts and Technical Consultants to plan trainings
• Create business process documentation and contribute to the Craftsman knowledgebase
• Responsibilities, expectations, and priorities may evolve over time to reflect the changing needs of the firm and our clients

Skills

• Salesforce Certified Administrator credential
• Claude Certified Associate-Foundations certification, held at hire or completed within 60 days
• 3+ years' experience in Salesforce administration or configuration, with demonstrated technical depth across integrations, platforms, or client environments
• Experience in and commitment to the nonprofit or public sector
• Experience professionally managing client relationships across multiple levels of an organization, maintaining high satisfaction, managing expectations, and establishing yourself as a trusted advisor
• Ability to perform comfortably in a deadline-oriented work environment and thrive amid multitasking and rapidly shifting client priorities
• Strong listening skills and the ability to ask incisive questions, with confidence preparing for and facilitating both client-facing and internal meetings
• Ability to proactively identify where current client processes are sub-optimal and recommend improvements, with comfort leading discovery and design sessions for new initiatives
• Commitment to learning technology skills and nonprofit and public sector practices
• Comfortable incorporating AI tools (such as Claude) into day-to-day business work
• Ability to travel on occasion
• Applicants must be eligible to work in the US
• We are unable to hire candidates living outside the contiguous United States
• Demonstrated history of increasing client satisfaction, adoption, retention and advocacy
• Experience working with and/or supporting third-party Salesforce applications, such as FormAssembly, GoFundMe Pro, Apsona, or similar
• Demonstrable experience in technology project deployment

Qualifications

Must Haves

• Salesforce Certified Administrator credential
• Claude Certified Associate-Foundations certification, held at hire or completed within 60 days
• 3+ years' experience in Salesforce administration or configuration, with demonstrated technical depth across integrations, platforms, or client environments
• Experience in and commitment to the nonprofit or public sector
• Experience professionally managing client relationships across multiple levels of an organization, maintaining high satisfaction, managing expectations, and establishing yourself as a trusted advisor
• Ability to perform comfortably in a deadline-oriented work environment and thrive amid multitasking and rapidly shifting client priorities
• Strong listening skills and the ability to ask incisive questions, with confidence preparing for and facilitating both client-facing and internal meetings
• Ability to proactively identify where current client processes are sub-optimal and recommend improvements, with comfort leading discovery and design sessions for new initiatives
• Commitment to learning technology skills and nonprofit and public sector practices
• Comfortable incorporating AI tools (such as Claude) into day-to-day business work
• Ability to travel on occasion
• Applicants must be eligible to work in the US
• We are unable to hire candidates living outside the contiguous United States

Nice to Haves

• Demonstrated history of increasing client satisfaction, adoption, retention and advocacy
• Experience working with and/or supporting third-party Salesforce applications, such as FormAssembly, GoFundMe Pro, Apsona, or similar
• Demonstrable experience in technology project deployment

Benefits

• Company-supported medical, dental, vision
• Company-provided short- and long-term disability
• 401k & Roth IRA retirement options with a company match (available 90 days after hire date)
• Employee ownership (engaged 6 months or 1,000 hours after hire date)
• 4 weeks accrued paid-time-off (PTO) per year
• 10 paid company holidays and 2 paid floating holidays (individual’s choice) per year
• CTG’s commitment to professional development and advancement
• Work culture aiming toward work/life balance
• Hybrid work in Boston, MA or virtual work in the contiguous United States